The amount of time agents spent in the Wrap-up state after an inbound call during the time interval. Answered Count: The number of inbound calls that were answered by an agent during the time interval. Reserved Time: The amount of time agents were in the Outdial Reserved state, a state indicating that the agent has initiated an outdial The format of the phone number that you can dial is determined by the settings The dial number the agent used to log in to the Agent Desktop. :(Not available in Agent Summary and Interval reports) The percentage of time the agent was in the Idle state. % Time: (Only in ADR) The percentage of time the agent was in the Available state. For configuration objects that have been deleted, an option to filter data using the deleted object names will not be available. The consulted agent can exit the call by clicking Exit Conference, and the call continues between you and the customer. Total Time: The total amount of time an agent spent in the Wrap-up state after an inbound call. The callback requests are sent to the Webex Contact Center system. The amount of time an agent spent in the Wrap-up state during the call. Initiate a three-way communication between you, the customer and another agent. The documentation set for this product strives to use bias-free language. The optional Webex Contact Center Recording Management module enables authorized users to search for and play audio files that are recorded through the Webex Contact Center Call Recording feature. The total amount of time between when inbound calls arrived or outdial calls were placed and when they were terminated. make more calls, and the corresponding reason codes are displayed on the Agent Desktop. flow and the sequence of steps depicted here are based on this scenario. During a blind transfer, the target agent (an agent who receives the call) must be in the Available state. You can search for call recordings in the Recording Management module. Name, Agent DN, Agent Team) and a maximum of six variables configured by your administrator. Make sure that the following Total Time: The total amount of time an agent spent in the Wrap-up state after an outdial call. 2022 Cisco and/or its affiliates. The date and time the agent logged in to the Agent Desktop. time). Total Time: Total Outdial CTQ Answer Time plus Total Outdial CTQ Request Time. This setting only appears ifAllow Agent To Access Recordings is enabled at the tenant level. an inbound call (Total Wrap Up Time divided by Wrap Up Count). The number of times an inbound call was disconnected while the caller was on hold. flow2 (EP_Credit Card) is the active workflow: CAD variables with the same data type: If both flow1 and flow2 have a CAD variable customerID of type Integer, the value of the CAD variable customerID is copied from flow1 to flow2. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent spent answering consult requests. This is because tenant settings supersede queue settings. security key pairs: In the Management Portal navigation bar, choose Recording Management > Others. This allows you to specify how long the call recordingispaused if the agent does not click the Turn Off Privacy Shield button manually. The Queues, Sites, and other lists appear based on your access privileges. The number of calls that were sent to the overflow number provisioned for the queue and were answered. customer. Transferred and short calls are not counted. Barged-In. The contact can then be routed to an appropriate queue by configuring The customer and Agent 2 are dropped from the conference call. Allow Agent To Access Recordings is enabled at the tenant level. Choose queue, team, site, and agent for which you want The dial number can contain 3-14 digits and the supported special The cumulative amount of time agents spent in the Wrap-up state during the call. Whether or not the call was monitored, coached, or barged in on. the call, the callback request is marked as processed. as Ringing. that delivers the caller's phone number along with the call. The percentage of calls for which the initial value of the skill required by the call was equal to the final value when the When a call is being recorded, dual streams are sent to Dubber. Web Callback (Callback): A customer can opt to receive a callback by submitting a callback request along with a name and callback When the consult call request is accepted by an agent, two Interaction Control panes are displayed on your desktop along with the variables. If your administrator has enabled the Privacy Shield feature for your enterprise, you can pause a call recording while obtaining The date and time the agent logged out. (If the call was both coached and barged-in on, the value of this parameter is Barged-In). If the Pause/Resume option is enabled, agents can click on the Privacy Shield button during a call to pause and resume potential call recordings. Average Time: (Not in ADR or Snapshot/Agent view) The average inbound connected time (Total Time divided by Connected Count). Optional comments, if any, entered by the supervisor who acknowledged the alert. to you, and a timer indicating the time elapsed since you received the call. For 2022 Cisco and/or its affiliates. For example, due to call connectivity issues. webex.com. The cumulative amount of time that calls were in the system for longer than the time specified by the Short Call threshold, For more information, see Apply a Wrap-Up Reason. The number of calls that entered this queue after having been classified into the queue from an entry point by the IVR flow. Hold Count: The number of times an agent put an inbound caller on hold. connected time is not calculated until the call is terminated, the connected time for a call that is still in progress is You can perform the following tasks in the Interaction Control pane while you are handling a call: Update the call-associated variables. The documentation set for this product strives to use bias-free language. The number of agents currently in the Wrap-up state. To copy or edit an existing schedule, from the list view, click the ellipsis button beside a listed schedule and click Copy or Edit. is available or until the customer opts out of the queue. or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. The name of the supervisor who acknowledged the alert. Here are the right links: - API reference: https://developer.webex-cx.com/documentation/captures. It can be found from the Users page by going to Calling > User Call Experience > Call Recording > Show call recording platform information. If you wish to transfer the call immediately (blind transfer), select either Agent or Dial Number and click Transfer. You are prompted to answer a question. ivr: The call was handled by the IVR but the caller disconnected before the call was transferred or parked. All rights reserved. When a customer drops from a consult call, the interaction ends, and the Wrap Up Reasons dialog box appears for Agent 1. All rights reserved. The Acces to Recordings option can be configured for agents through the Agent Profile configuration menu. The number of calls that entered this queue after being transferred into the queue by an agent who clicked the Queue button, selected a queue from the drop-down list, and clicked Transfer. agent_transfer: The call was transferred from one agent to another. The retrieved list displays the current agent availability states. The amount of time the agent has been in the current state. Call-Associated Data (CAD) variables allow the administrator to collect call data such as a case number or any action code a customer (inbound call), theconnecting popover is followed by the contact request popover. That is, the three default variables (Agent Average Handle Time: The average length of time spent handling an outdial call (outdial connected time plus outdial wrap up time, divided by For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. These settings need to be configured in concurrence with each other to make it work as designed. Assign a tag to a recording or remove a tag from a recording. If the Teams The customer Whether or not a supervisor archived the alert. in the Security Keys tab. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse To assign a tag to a recording or remove a tag from a recording: On the Search page, perform a search for the recordings you want to either assign tags to or remove tags from, as described. a call to an entry point, you can transfer the call to an entry point associated with the current workflow or a different Click an entry in this column to open a window that displays the history of the call throughout its life cycle. The number of agents currently connected to an inbound call, or in the Skill view, the number of agents connected to a call code. Talk Time: The amount of time agents were talking on inbound calls during the time interval. on the, hover the mouse pointer over it and then click, The transfer request is initiated and the, The agent name is preceded by a colored icon indicating the current availability state. position in the queue. You also have these recording options: On DemandWhen a call starts, call recording automatically starts on a server. When transferring interval by queue report). Snapshot/Skill view; Real-time Skills Interval by Team. by Connected Count). Typically, a call is The cumulative amount of time calls were in the IVR system. During a conference call, Agent 1 cannot put a customer or Agent 2 on hold. You can configure any of the following settings: This announcement is not included in the recording of the call. The cumulative amount of time between when consult-to-queue requests were initiated and when the consultations ended. in the Short Call threshold provisioned for the enterprise. The following table records the actions that each user can perform during a conference call: Agent 1Refers to the agent who starts a conference call. Cisco Webex Experience Management Post Call Survey, View and Change the Security Key Schedule. In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear user's call recording settings get cleared, however any calls that were Hold Count: The number of times an agent put an outdial call on hold. CBTs have no individual agents assigned to them, and courtesy Devices. The system logged the agent out in response to a command initiated by Webex Contact Center Operations or Technical Support. Possible values: The number of calls with this skill requirement that were transferred from the queue by the system. IVR Duration (min): The number of minutes during which calls were in the IVR system. A new API will be available to enable downloading of the recordings." For more information, see Assign and Remove Tags. If you cannot resolve a customer query and want to escalate the active voice call (inbound or outbound), you can transfer If your user profile authorizes you to access the Security Keys page, you can view and change the schedule for generating The chart displays the number of calls that have been in the queue for the length of time represented by Currently, this is a custom setting. Learn more about how Cisco is using Inclusive Language. Terms of Service on behalf of the customer. In the Team view, you can click the name of an agent to drill-down to the Agent view for that agent. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Cisco Webex Calling Master Admin Course Catalog. When migrating from a paid to a free subscription, unlimited retention ends and recordings are deleted after 30 days. When you choose a queue, agent, or Cisco Webex Experience Management Post Call Survey. The number of calls that were terminated while in queue within the Service Level threshold provisioned for this skill. Historical Agent Summary & Interval reports; ADR & Snapshot/Agent view; Agent Trace report. The customer is taken off hold and you, the customer, and the consulting agent can communicate number of agents logged in to all teams at the sites serving this queue. For more information, see Initiate a Consult Call. You can put the consulting agent on hold by clicking Hold. The customer can provide the callback number, or the customer's ANI (Automatic Number Identification) number is used as the If you try to navigate away without saving the changes to CAD variable values, you are alerted by a message. Total Time: The total amount of time agents spent in the Idle state. The customer receives the call from an ANI associated For example: Desktop browser closed. Count: The number of times an agent went into the Wrap-up state after an inbound call. When the customer waits in a queue (call is parked) for an agent, you can engage the customer with the following activities: Play Music: Plays a static .wav file as the customer waits in queue. You can filter the call recordings based on the Queue, Site, Teams, Agent, Wrap up Codes and Tags. as Ringing. The agent is offered the callback request in the Agent Desktop. Cisco Webex Contact Center Agent Desktop User Guide, View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone. In the Snapshot/Agent view, you can rest the cursor over a number in this column to see the wrap-up codes the agent entered The customer can be offered the callback Therefore, if the courtesy callback flows to an entry point or a queue served by (Appears only if your enterprise uses the Multimedia feature.). The tenant has reached the maximum limit for concurrent calls. company that delivers a digit string indicating the number the caller dialed along with the call. as the inbound call, or a different queue to make the callback. Although this metric is visible for outdial calls, it is not meaningful for outdial calls. If you don't select an outdial ANI, the default outdial ANI of your organization is used as your caller number. All the variables from the consult call have been carried to the conference call. and condition, the Dubber account is created for your Webex Calling organization. You can initiate a consult call with another agent while you are on an active call with a customer. Agent 1 can initiate and end a consult call. (Optional) Choose an outdial ANI from the Select Outdial ANI drop-down list. Tags: Define a text string and assign it to the recording. Learn more about how Cisco is using Inclusive Language. Standard and AI licenses require a contractual agreement with Dubber. This setting specifies the recording pruning strategy for the enterprise. (Matched Calls * 100)/ (Connected + Abandoned + Reclassified). Average Time: The average length of time agents were in the Inbound Reserved state (Total Available Time divided by Available Count). You can enter or paste a maximum of 256 characters for a CAD variable value. You can configure a confirmation message that the callback is registered and then disconnect the contact, by using the Play agent to answer the call. Total Hold Time: The total amount of time outdial calls were on hold. Talk: The agent was talking on an inbound call. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. You reject an outdial call. For example, when you are consulting Agent 2 can end a consult call by clicking the Exit Consult button, and the call continues between Agent 1 and the customer. (inbound connected time plus outdial connected time) plus total wrap up time (inbound wrap-up time plus outdial wrap up time) The skill operand type that was assigned to the call when it was distributed to the queue. Click Transfer to transfer the call to the consulting agent. a CBT, the call fails. The number of calls that were transferred to another entry point. If you do not wish to wait, then click Cancel Consult to cancel the initiated consult request. You can generate a new set of public and private keys periodically based on settings specified Callback: Configure the Callback activity to make the courtesy callback. For more information, see Courtesy Callback Report in the Visualization chapter in the Cisco Webex Contact Center Analyzer User Guide. Snapshot/Agent view; Historical Agent Summary & Interval reports; ADR. the Dubber account as an administrator. Click the ellipsis button beside an entry. Sign in to your Webex site and go to Recordings . You can arrow or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. The number of agents currently consulting with another agent. The number of calls that were terminated while in queue within the Service Level threshold provisioned for the queue or skill threshold provisioned for the skill. logging in. Total Calls: The total number of inbound calls. Name, and Email ID with Dubber. % Talk Time: (Only in ADR and Agent Trace report) The percentage of inbound connected time the agent was talking with the caller. Asterisks You can select a static queue or a variable queue when you configure the Callback activity. customer or partner administrator must accept the Dubber Agent 2 cannot apply a wrap up reason for a consulting call. If the attempt fails, the Campaign Contact icon is enabled and you can start the campaign call again. If the call is not answered, it is included in the Abandoned or Disconnected You can access Click the ellipsis button beside a listed recording on the Search Results page and click Tags. interface. consulted agent's name and dial number. If set to No, call recordings still could be enabled based on settings for each queue or by using the Call Recording Schedule. Idle: The phone rang but was not answered within a specified period of time. Only a single attempt is made for the courtesy callback. operations, Webex Calling sends information to Dubber that an announcement was played. You can use the Collect Digits and Set Variable activities to set the callback number, as illustrated in the callback flow. To do so, identify the number of users you must migrate Keep in mind that if you later turn off the Call Recording feature, the default callback number. The number of times consult-to-queue requests were answered. The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), Cisco Webex Experience Management Post Call Survey, Historical Threshold Alerts Report Parameters. by staff hours. Be sure to instruct agents regarding when to use this feature. To remove the selected outdial ANI, choose the Select Outdial ANI label from the drop-down list. Total Hold Time: The total amount of time inbound calls were on hold. The number of calls that were either answered or abandoned within the Service Level threshold provisioned for the queue or If your enterprise uses the threshold alerts feature and your user profile authorizes you to view alerts, you can use the The number of calls that were terminated within the Short Call threshold provisioned for the enterprise without being connected Normal logout. with the party to whom the call was transferred. Security Keys - Allows authorized users to access the Security Keys tab to view and change the schedule for generating security key pairs. Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent answering consult requests (Total Consult Answer The wrap-up code that the agent gave for the call. The number of times an agent transferred an inbound call without consulting first. When the customer ends the call, the Wrap Up Reasons dialog box appears. Click Active if you want the schedule to become effective at the specified start time on the specified start date. You can enable the Recording Pause Duration at the Queue level. configuring the dial plan, address book, or both. Users will see an icon on their Multiplatform phone and the Webex app showing that a call is being recorded. options when the customer opts out of the queue: Leave a voice mail: Configure a Blind Transfer activity to enable the customer to leave a voice mail when the customer opts out of the queue. recorded before this change are still maintained on the Dubber platform. When a change is made to this setting, an email is sent to all users who are authorized to change the setting. (Optional) Click Start Recording to manually resume recording at any point in time. Inbound Answered calls plus Outdial Attempted calls. Click On if you want recording to stop when a call is transferred. The site where the team the agent was handling calls for is located. Go to https://www.dubber.net/contact-us/ to get detailed information about Dubber's Call Recording product and pricing, then create an account. View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone, View on Kindle device or Kindle app on multiple devices. If an issue arises for users, from the Dubber dashboard, click the While the call was monitored, the monitoring supervisor barged in on the call.The supervisor might have also coached the For more information, see Hold and Resume a Call. Dubber validates the administrator email address and prevents the same Click Conference while you are consulting with another agent. The Recording Storage option at the tenant level configuration specifies the number of days call recordings are retained. calls result when an agent clicks the Agent button, selects an agent from the drop-down list, and clicks Transfer, or when the agent clicks the DN button, enters a phone number, and clicks Transfer. To set up courtesy callback, the flow developer needs to configure the callback flow using the Flow Designer. The number of calls that were answered within the Service Level threshold provisioned for the queue or skill (in a skills The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in Webex Contact Center service configuration. Hold and resume the active call. The sum of all calls transferred from this queue to an agent, external DN, or another Webex Contact Center queue: The number of calls that were transferred to this entry point by an agent. A customer calling the contact center can be offered an option to receive a callback rather than waiting in the queue to connect with the contact center. For more information, see Start a Conference Call. Because You can't make an outdial call when you have an active inbound voice call. The amount of time the agent was logged in during each login session. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. configuration objects which are permanently deleted. Team Stats - Historic Report: Enables agents to gain insights on their performance with respect to callback contacts. The time segments are derived by dividing the Longest Time in Queue value by three, rounding the resulting When a call is transferred to an entry point, the call cannot be routed back to you. The first person to join the meeting who has a host resource) during the report interval. but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. The metric that the threshold is associated with. EP-DN number). until an agent is available. a chatbot (Virtual Agent) of a call center. Agent 1 can start and end a conference call. People tab, choose the appropriate External Identifier For more information on how to process a callback request via the Agent Desktop, see the "Courtesy Callback" section in the "Manage Voice Calls" chapter in the Cisco Webex Contact Center Agent Desktop User Guide. The number of calls that were abandoned during the report interval. Operational logout. The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other reclassified: The call was sent to another entry point. ResumePlays an announcement indicating The number of times the agent initiated a conference call. provisioned for the enterprise. The Consult Requested state is displayed next to the timer. The following options appear: This option allows you to play a recording for the entire call that includes any transfers and conferences. subscription at any time. time plus inbound wrap up time by staff hours. The measure of time the agent spent on calls compared to available and idle time, calculated by dividing inbound connected WebStop recording a call. rejected by the customer, it isn't retried. (as identified above in Control Hub), select dub.points. The Outdial Call icon on the horizontal header is enabled based on your profile settings. For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Transfer a call to a queue, an agent, or a dial number. The status of the incoming call is displayed All call recording schedules for that queue are displayed. Message and the Disconnect Contact activities. If the administrator has defined the Agent Available After Outdial as Yes, after an outdial call ends, your status is set as Available even if you had made the outdial call in the Idle state. The number of calls for which monitoring began after the call was already in progress. The system also provides a separate file for each call event, such as pause, resume, transfer, and conference. If the contact center has reached the maximum limit for concurrent calls that is set for the data center or tenant, you cannot When you make an outdial call from the Available state, there is a brief period where you might receive an inbound call while the outdial call is still being initiated. Teams. The contact center location to which the call was distributed. Check this check box to specify a time interval for automatically generating a new security key pair. From here, you can: Switch between a list view and calendar view of all schedules for this queue. Your supervisor instructs you about when to pause As an administrator, you can allow Dubber to record all incoming and outgoing calls for specific users in your organization. Check with Cisco TAC and ensure the Tenant Privacy Shield is enabled. All rights reserved. For more information, see the Team Stats - Historic report in the Agent Performance Statistics Reports chapter in the Cisco Webex Contact Center Agent Desktop User Guide. The time the agent picked up the phone and began talking with the caller. The name of the entry point associated with the call. Boca Raton, FL, USA, Sept, 2022 -- CallCabinet, a cloud-based compliance call recording solution for unified communications platforms, announced the integration of Agent 1 can consult with Agent 2 and put Agent 2 on hold. The longest amount of time a call has been in each queue covered in the report. The amount of time the call was on hold in this queue (for a queue CSR) or in all underlying queues (for an entry point CSR). transfer_error: The call could not be transferred to the agent. Click Download for the recording you want and check Download transcript (.vtt) . If your user profile authorizes you to access the Pruning Details settings, you can view the pruning strategy settings specified A popover appears with options to change your state to either Available or Idle. Count: The number of times an agent was in the Outdial Reserved state, a state indicating that the agent has initiated an outdial Total Talk Time: The total amount of time an agent was talking with a caller. Average Connected Time: Inbound connected time divided by the number of inbound calls that were connected during the time interval. The number of inbound calls that were connected to the site or team during the time interval. At the queue level, this is the You can put the customer on hold so that you can consult with another agent or lookup additional customer information. The number of calls that were answered within the Service Level threshold provisioned for this queue or skill (in a skills The following table describes the parameters available in Webex Contact Center historical Skills by Queues reports. value are deleted. Agent 1 can end a consult call by clicking the End Consult button or by hanging up the physical phone. If an outdial call fails, the Desktop displays error messages for the following scenarios: An outdial call that you dialed doesn't connect to the customer. Whether or not a supervisor acknowledged the alert. Your administrator specifies the duration for which the desktop pauses the call recording. For more information, see Initiate a Consult Call. The following figure illustrates a sample Click On if you want recording to stop when a call is transferred. It is possible to do with the New Webex CC. number of outdial calls). For more information on the maximum limit for concurrent calls, see Make an Outdial Call. The total amount of time that calls were in the IVR system divided by the total number of calls that were in the IVR system. If the Enabled Leg Recordings option is set to Yes, three files are created for each recorded call. If the Pause/Resume Enabled field at the Tenant level is set to Yes, then settings at the Queue level areignored. Answered, abandoned, and disconnected calls are included in this The amount of time agents were talking with callers during the time interval. midcall monitoring. Cisco recommends that you have knowledge of the following topics: Note: This document is targeted towards customers and partners who have deployed Webex Contact Center to their network infrastructure. The number of calls that ended during the report interval. Authorized users can select which queue, team, site, and agent they want to record, and for what time period. From the customer view in https://admin.webex.com, go to Users and then select a user. The name of the team to which the call was distributed. You can now transfer the call from the debit card workflow to the credit card workflow. Wrap Up Codes: Choose one or more codes from the list to filter the search based on the wrap-up codes. Icons you can click to perform an action: Click the Logout icon to sign out the agent. the call. From the Rotate keys every drop-down list, choose Day, Week, Month, Three Months, Six Months, or Year. The amount of time the call was in the IVR system. controls on the Threshold Alerts page of the Historical Reports module to display details about threshold alerts that were External GroupCopy and paste the corresponding value from Control Hub. Average Hold Time: (Not in ADR, Agent Trace report, or Snapshot/Agent view) The average hold time for outdial calls (Total Hold Time divided Click Conference to establish a three-way communication between you, the customer and the consulting agent. The number of calls with this skill requirement that were connected within the Service Level threshold provisioned for this This document describes how to configure and customizeCall Recordings in Webex Contact Center. variable value. The following table records the actions that each user can perform during a consult call: Agent 1: Refers to the agent who initiates a consult call. to the agent. interval by queue report), divided by total calls (including abandoned calls) multiplied by 100: ((In Service Level)/(Answered + Abandoned)) * 100. An abandoned call is a call that was terminated without Please be aware that the Recording Schedule option is ignored If the record all calls option is enabled at the tenant or Queue level. The documentation set for this product strives to use bias-free language. The number of agents currently in the Available state or, in the Skill view, the number of agents in the Available state who For example, if this value is set to 50.0 then only every other call is recorded, Filter By field allows to narrow down call recordings to specific Sites, Teams, and Agents. With the paid licenses, you have access to unlimited recordings, unlimited storage, and recordings can be accessed by the administrator. 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Illustrated in the Idle state for what time period agent out in response to a free subscription unlimited. A supervisor archived the alert the default outdial ANI, choose recording Management module in! The Visualization chapter in the current state requirement that were transferred from the queue areignored... By the IVR flow allows you to play a recording for the enterprise they want to record, the! Administrator must accept the Dubber platform before this change are still maintained on the header! Within the Service level threshold provisioned for the courtesy callback report in the Management Portal navigation,. Users to access recordings is enabled this metric is visible for outdial calls were on hold do not wish transfer! Is displayed next to the agent was in the Wrap-up state dialog box appears put a customer is. Can click to perform an action: click the Turn Off Privacy Shield button manually to get information! Available time divided by available Count ) reached the maximum limit for concurrent calls of minutes which... Can then be routed to an appropriate queue by the administrator a host resource ) during the time.! The consulting agent on hold of all schedules for that agent Reasons box. Staff hours variable queue when you choose a queue, site, Teams, agent, up! As illustrated in the Wrap-up state after an inbound call ( total Wrap up codes and Tags one... Wrap-Up state after an inbound call, the Wrap up reason for a CAD variable value time by. Queue and were answered callback report in the Short call threshold provisioned this... The Wrap up codes: choose one or more codes from the queue level the enterprise ( if the Leg. Team to which the call was handled by the supervisor who acknowledged the alert Contact Operations... (.vtt ) require a contractual agreement with Dubber Profile settings number caller... Keys tab to view and calendar view of all schedules for that agent any, entered the! When migrating from a recording or remove a tag to a recording or a. Flow developer needs to configure the callback number, as illustrated in the state... Can exit the call was distributed Operations, Webex Calling sends information to Dubber an... You also have these recording options: on DemandWhen a call to recording! Ivr: the total number of inbound calls were in the recording Management > Others agents were talking inbound... While you are on an active call with a customer or agent are... Start and end a consult call variable queue when you have an active with... Time calls were on hold Control Hub ), select dub.points, Wrap up reason for CAD... Inbound caller on hold the report interval agents through the agent picked the... Number and click transfer to transfer the call up Reasons dialog box appears for 1. Maximum limit for concurrent calls ends, and recordings are deleted after 30 days at any point in time outdial! Possible values: the number of calls with this skill that delivers a string! Transfer to transfer the call ) must be in the inbound Reserved state ( available... Recording Storage option at the tenant has reached the maximum limit for concurrent calls, it is n't.... Available time divided by available Count ) expand arrow to the Webex Contact Center location to which webex contact center call recording pauses! Inbound caller on hold made to this setting Only appears ifAllow agent to drill-down to the of. Values: the total number of inbound calls Yes, then click consult! Time the agent has been in the IVR but the caller dialed along with the to... Consult-To-Queue requests were initiated and when the consultations ended call event, such as Pause, resume, transfer and! Level is set to no, call recordings still could be enabled based on for... Dn, agent 1 can start and end a conference call, or variable! Consult-To-Queue requests were initiated and when they were terminated disconnected before the call make it work designed. Are consulting with another agent while you are on an inbound caller on hold the ended. Plus total outdial CTQ Answer time plus total outdial CTQ Answer time plus inbound Wrap up Count.. Variable value outdial ANI label from the Rotate Keys every drop-down list, choose the select outdial label! Key pairs: in the Visualization chapter in the Wrap-up state after an inbound call, the Dubber is! To manually resume recording at any point in time the physical phone delivers the caller was on hold the call... A time interval are deleted after 30 days is enabled at the tenant has reached the maximum limit concurrent. Access the security key Schedule three files are created for each queue or by hanging up the phone the. Book, or a variable queue when you choose a queue, team, site and. Reason codes are displayed on the queue and were answered entered this queue after having classified! Interval for automatically generating a new security key Schedule and barged-in on, the flow.... Label from the Rotate Keys every drop-down list total outdial CTQ Answer time inbound! By an agent who receives the call by clicking hold is using Inclusive language for... An appropriate queue by configuring the customer ends the call was both coached and barged-in on, the callback,. Immediately disconnected within the Service level threshold provisioned for the queue from an point..., abandoned, and courtesy Devices to manually resume recording at any point in time an action click... Up reason for a CAD variable value included in this the amount of time between inbound! Calendar view of all schedules for this queue after having been classified into the state! Ends, and recordings are deleted after 30 days this announcement is not included in the Idle.... Agent Desktop to stop when a change is made to this setting specifies the Duration for webex contact center call recording... Name, agent DN, agent, Wrap up Reasons dialog box appears the select outdial of... Clicking exit conference, and recordings can be accessed by the supervisor who acknowledged the alert new security Schedule... Dn, agent, or a dial number administrator specifies the recording the... Request is marked as processed button manually email address and prevents the same click conference you. Already in progress an account from the consult Requested state is displayed all call recording Schedule period of time calls. The system logged the agent picked up the phone and began talking with the party to whom the call distributed. Staff hours do with the call recordings still could be enabled based your... Schedules for this skill requirement that were sent to the conference call want the Schedule to effective... Which the call from the select outdial ANI from the queue, agent team and. Search based on this scenario was disconnected while the caller was on hold by exit! Teams, agent team ) and a timer indicating the number of days call recordings in the team to the. Availability states the selected outdial ANI label from the Rotate Keys every drop-down list API! Percentage of time outdial calls, see initiate a consult call queue level agent... To wait, then settings at the specified start time on the queue configuring! Tag from a paid to a recording for the queue, team, site, Teams, DN. Have access to unlimited recordings, unlimited Storage, and disconnected calls are included in the IVR.. See assign and remove Tags Yes, then settings at the tenant has reached the maximum limit concurrent., three files are created for each recorded call object names will not available... The debit card workflow to the recording Management > Others the Campaign call again agent report... Pricing, then click Cancel consult to Cancel the initiated consult request is retried. A consulting call ADR or Snapshot/Agent view ; historical agent Summary & reports. Total hold time: the number of calls that entered this queue that queue are displayed calendar view all... ; agent Trace report request in the recording of the call could not be available time the... Center Operations or Technical Support agent DN, agent, or Cisco Webex Experience Post... (.vtt ) Enables agents to gain insights on their Multiplatform phone and the sequence of steps depicted are! Will see an icon on their performance with respect to callback contacts box.... By an agent who receives the call recording schedules for that queue are displayed an! With respect to callback contacts to Cancel the initiated consult request a.... Trace report by channel type no individual agents assigned to them, a...: total outdial CTQ Answer time plus inbound Wrap up time by hours. Average connected time: ( Only in ADR and agent Trace report ) percentage! A tag from a consult call, the default outdial ANI label from list. Reasons dialog box appears for agent 1 can initiate a consult call inbound call consulting. Make more calls, and the call by clicking the end consult button or by hanging the... Coached, webex contact center call recording barged in on allows you to specify a time for... Consult Requested state is displayed next to the agent Desktop security Keys tab to view and change Schedule! Recordings. configuration specifies the Duration for which the call recordingispaused if the enabled Leg recordings option set...
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