CF/Selective, Group night forwarding, UserBusyDND enabled or the user willingly declined the call. Enable or disable overflow transfer to voicemail. Location of the auto-attendant, as provisioned. You might notice that data for a Call Type and the skill groups or Precision Queues related to the Call Type through a routing script do not match. The possible values are: NAData wasn't available. Custom templates appear in their own section,and are tagged so you can easily identify them. Cisco Webex Calling is the cloud PBX alternative to an on-premises PBX, from the market leader, Cisco. You can add and manage call queues in bulk using a call queue CSV. IT admins can track this value throughout the contract term, well before the period in which the subscription is due for a potential change. For example: UnconditionalCall Forward Always (CFA) service, Group night forwarding, NoAnswerThe party was not available to take the call. The period that the subscription is in. Name of the place or user this device is assigned to. Webex Calling - Call Queue Analytics not updating Dan Pride Beginner Options 09-27-2022 08:06 AM We have a call queue for our help desk that is receiving calls normally, however the call queue analytics on the Control Hub don't seem to be updating with call stats. CF/busy or Voicemail/busy. Average number of minutes that callers spent waiting for the next available agent to answer the call. In such cases, the ZIP file is downloaded, where You can use classic reports to view comprehensive statistics for Webex Meetings, Webex Events (Classic), Webex Training, and Webex Support services in your organization. Select Delete and then confirm your choice. Means that a push notification was sent to wake up the client and get ready to receive a call. If you include the previous day and the same day in the time range, then the report may also include partial data, depending on your time zone. Date and time (in GMT) of when the participant connected their audio in the meeting. SIP_NATIONAL An outgoing domestic call within the user's region. The receiving packet loss is calculated after Webex's packet loss recovery. Average number of minutes that agents were actively talking on calls. JMT = (the time from clicking the meeting link to loading the preview window) + (the time from clicking the Join button in the preview window to connecting into the meeting). For more information, The highest CPU usage value for the Webex app for the duration of the meeting, in percentage. The key option pressed by callers on the keypad. Total number of minutes for participants who joined meetings using VoIP. You can also identify critical meetings or events to help plan support accordingly. You can see when a report is ready to download under the Status column. queue policies to determine call routing based on business hours, provides skill-based routing, provides call back capabilities OriginatingIdentifies the trunk for inbound calls from an on-prem deplmoyment integrated with Webex Calling (dial plan, unknown extension, or unknown number when org has Call Routing between Webex Calling and premises set to Legacy behavior). Select the call routing type for your call queue. Longest Idle (Max 1,000 agents)Sends calls to the . The field Relatedreason=. The count of unique active hosts on the calendar date. team call handling services, as a core part of Webex Calling. BargeInIndicates the user barged-in to someone elses call. You can find out about a participants media quality data during the meeting and information about how they joined the meeting. agent does not answer. Data for this report is only for bots from your organization. A call in or call back to a Webex Meeting using a Webex Calling app or device. To access Webex Calling analytics, sign in to Control Hub, then go to Analytics and select the Calling tab. PSTN InParticipants who dialed in to join a meeting through PSTN. Each date that you select has their own set of data. When Call Routing Type is Priority Based, values are: CIRCULAR, REGULAR, SIMULTANEOUS, UNIFORM, WEIGHTED. Examples: In a hunt group case, the agent who did not pick the call will have Answered = FALSE. It adds key features that provide supervisor capabilities, enhances When the report is ready to download, the status column changes to Complete. On the next row, you only have to enter information in the following columns to add or edit additional agents: NameEnter the same name as the row above to add or edit more agents. This number reflects the aligned value used to identity a True Forward. Email addresses of the participants who attended the meeting. Carol has Call forward always enabled to Dave. Provides details about calls routed to auto-attendants during your business regular hours. If you have less than 90 days in your subscription, then the average is based on the number of days the subscription has been active for. An organization has an organization-wide default Calling Behavior that may be overridden for individual persons. CallQueueA Call center call to an agent or a user (a member of call queue). Provides information about external domains and external users collaborating in your organization. The Agent Timeline report shows a timeline view of agents being active in call queue calls. The Webex CAP also lets admins optimize call queue settings by: Selecting the maximum number of callers allowed in a queue (up to 50) Choosing which custom greetings to play Providing an estimated wait time Setting intervals for how often "comfort messages" like "Your call is very important to us, please stay on the line" are played The number of meetings scheduled and hosted by this attendee within the reported time period. The call is also included in your call history. Product: Webex Calling, Webex for Service Providers, Webex App Operating System: Windows Desktop, Mac, Android, iOS For: User Subscribe September 23, 2022 | 5753 view (s) | 18 people thought this was helpful Webex App | Change your call queue status Your report may take up to 24 hours to generate, depending on the size of the report and how many reports are queued. During the most challenging moments of the pandemic, it was fundamental. If your organization uses bots that aren't part of your organization, then data won't show for those bots. Group Call Management refers to a collection of features designed to work together in support of managing high call volume The device or app that the user made or received the call with. For incoming calls, it's the calling line ID of the calling party. The average video jitter for the duration of the meeting, in milliseconds. Under Actions, click More next to the report you want to download, and then select Prepare for download. Turn on Barge In , choose whether you want to make the ongoing call a conference call. For incoming calls, it's the calling line ID of the user. The average end-to-end audio packet loss for the duration of the meeting, in percentage. Only the initial connection is recorded here. Mandatory (if phone number is left blank). This field shows if the Webex Assistant for Meetings was used in the meeting. You can share the Call ID with Cisco TAC to help them pinpoint a call if necessary. Possible causes could be Auto attendant transfer, Transfer out of a call-center, users app/device redirection etc.. FaxDepositIndicates a Fax was deposited to the Fax service. And the agent who picked the call will have Answered = TRUE, UserType=HuntGroup, Calls answered by voicemail will have Answered = TRUE, but will have User Type = VoicemailRetrieval. Enable or disable to notify the caller with either their estimated wait time or position in the queue. The number of calls made and meetings joined from the Webex App client by a user. To edit call forwarding for a call queue, see Configure call forwarding for a call queue. SIP_INBOUNDInbound or Incoming call. Once you reach that limit, delete some reports to generate new reports again. The email address of the user who had high system CPU usage. This report shows you which users had an average system CPU usage of 90% or higher for at least 25% of their video minutes during meetings. When a call comes into your call queue, you'll receive a notification in the app and can answer the call from there. Or go to the Teams admin center and select Analytics & reports > Call Quality Dashboard.. On the page that opens, click Sign in and enter your Global Administrator account or Microsoft Teams Administrator account information. There is one record per day. In the table, CSR is an abbreviation for Customer Session Record. Percentage of calls where the caller hung up or left a message before an agent became available. Wrapping UpYou're near the end of your shift but you can still receive calls. Average number of minutes that agents spent handling calls. The name of the user who scheduled the meeting. You can either export your current call queues, which allows you to add, delete, or modify your existing data set, or you Total number of minutes that the agent put calls on hold. require sophisticated customer engagement capabilities, omni-channel routing, or large scale, high call volume deployments. The total number of meetings hosted over the selected time period. For example, in a meeting that lasts 30 minutes with five participants, but only two participants enabled video for the entire meeting, the count is 60 video minutes. supported options. Webex Calling has the option to create Auto Attendant and Call Queue. Edit any of the following fields: Number of Calls in Queue This is the maximum number of calls for this call queue. Edit bounced calls settings Bounced calls are those that were sent to an available agent, but the agent does not answer. the first row for the call queue youre adding or editing. Select this option for agents to join or unjoin the queue. receive calls from the call queue. Enter the number of seconds after which to alert the agent about the held call. Reports, along with Analytics and Troubleshooting, is one part under the Monitoring section available in Control Hub that you can use to help track usage or solve issues with Webex services in your organization. This varies depending on whether you are using the CSV to add a new call Enter the default number of call handling minutes. If the call is TO or FROM a mobile phone using Webex Go, the Client type will show SIP, and Sub client type will show MOBILE_NETWORK. Enable or disable Bounce calls if agent becomes unavailable while routing the call. it plays after the welcome message and before the comfort message. 1. Make the necessary changes to the spreadsheet. SIP_SHORTCODE Shortcode feature/service call. On the Call Routing page, choose one of the following options, and click Next.. Circular (Max 1,000 agents)Cycles through all agents after the last agent that took a call.It sends calls to the next available call queue agent. For phones this might be "Samsung Galaxy S7". Filter Fields While generating the report, from the Choose Filter dialog box, you can filter your report based on your requirement. Total number of minutes that an agent spent handling calls. The total number of licenses provisioned for the subscription and product. Enable or disable to play a message when callers first reach the queue. The 9-digit meeting access code used to join the meeting. But even today, it allows us to follow students in other parts of the world or who need not physically come to the University. The cumulative number of unique active hosts for the last 30 days, including the current day. Number of calls that had a status other than answered, unanswered, or busy. call queues are in a different locations, they can have the same call queue name. This report is only available if your organization has an active true forward eligible subscription. This API modifies the configured Caller ID for the agent in the system. You can also see how users from your organization are collaborating with external domains in external spaces. When the report is generating, the status column changes to In Progress. This information can be used to view trends at a high level or drill down to specific call types, which can be used to understand calling behavior. Webex Calling is a cloud-based phone system that is optimized for midsized businesses. more than 50 agents, using the CSV file, follow these steps. This report shows details about how users were added to your organization and how licenses were assigned to them. Provides details about calls routed to auto-attendants in your organization. The available filter fields are listed below: Available Fields in Agent Report Available Fields in the Agent Report Views The operating systems of the devices the participants used to join the meeting. From the customer view in https://admin.webex.com, go to Users, and then select the user you want to modify. The total number of minutes that video was enabled by the participant in the meeting. Top Down (Max 1,000 agents)Sends calls through the queue of agents in order, starting from the top each time. Total number of minutes that the agent spent actively talking on calls. The number of users that registered for the webinar before it started. CCA OutParticipants who used callback to join a meeting through Cloud Connected Audio. Date and time (in GMT) of when the meeting started. Number of spaces in your organization that has at least one user from the external domain. You can use this report to see which agent gets the most calls and information about their calling stats. Enter the 50 agents, and their associated call routing weight percentage (if applicable), that youd like to add or edit on Reports that you generate show up in the Report list tab. These files are generated for the administrators to quickly import any This is the start time of the call, the answer time may be slightly after this. Correlation ID to tie together multiple call legs of the same call session. and calls are forwarded out. Join or unjoin a specific queue by toggling it on or off. The highest value of audio jitter for the duration of the meeting, in milliseconds. Make calls for business on your phone or desktop. I keep a monthly call with a PPT presentation to go over the monthly quality overview and share . Use this table to see what fields are mandatory or optional, and what youll need to determine when adding or editing call Time is in UTC. Enter the call queue overflow processing action. This report shows you license usage for unique active Webex devices and third-party SIP devices that use the Video Integration for Microsoft Teams (VIMT) in your organization. Duration (in GMT) of how long the meeting lasted. Enter the number of minutes for which the estimated wait is played. This time zone applies to the schedules applied to this call queue. PSTN call-in users dont count as active. Unique identifier internal for administrators. The average audio round-trip delay in milliseconds. The average CPU usage for the Webex app for the duration of the meeting, in percentage. Provides details about the different types of audio that participants used during a meeting. Unique Active Meeting Hosts for Past 30 days. Number of Users from Your Organization in External Spaces. For example, if your subscription started on July 5, 2020, then the next period would start 30 days later, on August 4, 2020. Extension number assigned to the call queue. Enter the call queue phone number. Bob = Callee / Terminating ). For reference, the spreadsheet captures the Blind Transfer Call Details: Some records report special functionality. The quality of calls made or received from the Webex app and cloud-registered devices aren't captured in this report. Group call management is an out-of-box feature set within Webex I have this problem too 5 Helpful Share Reply Other administrators can create their own set of up to 50 custom templates. This report shows details of call queues that have been set up in your organization. Total time that callers were on the line with the auto-attendant. Call Type reports in Webex CCE primarily provide call routing statistics and contain no other call handing statistics, unless they used translation routing. These IP addresses may not be externally routable addresses if they're behind a firewall. This number matches the same number as the 90 Day Rolling Average Unique Active Meetings Hosts. and calls are forwarded out. Number of inbound calls to the agent that were distributed by the call queue. CF/busy or Voicemail/busy. If it was scheduled as a Webinar or Webcast. only. The number of licenses allocated to users at the reported date. Example: +12815550100. Each Agent in the Call Queue will be able to set their outgoing Caller ID as either the designated Call Queue's phone number or their own configured Caller ID. We recommend Webex Contact Center for customers that If you are using a phone for audio, please associate your phone to your name by using the "Call me" option (easiest) or the "Call in" option and enter your assigned Attendee ID when prompted; All votes will be conducted via roll call; Use the Chat function to queue for comments/motions (not Raise Hand or commenting from the phone) - reply to . We recommend Webex Contact Center for customers that require sophisticated customer engagement capabilities, omni-channel routing, or large scale, high call volume deployments. You can see who hosted the meeting, when the meeting started and ended, how many participants attended the meeting, if the meeting was recorded, and more. Number of calls that were transferred out of the queue. A full-screen window appears. This report shows aggregated data for each activity of each bot during the date range that you select. Call queue announcements are messages and music that callers hear while waiting in queue. The average video round-trip delay in milliseconds. The average audio jitter for the duration of the meeting, in milliseconds. Bobs Originating record would be Called line ID = Charlie and Redirect reason = Deflection. Unlimited Retention Length of time that callers were on the line with the auto-attendant. For example, if you run a report for June 1, 2020 to June 5, 2020, then the report shows you every activity of the user for each date of the report. Webex Calling Organization Settings - Get Details for a Call Queue | Webex for Developers Retrieve Call Queue details.Call queues temporarily hold calls in the cloud when all agents, whichcan be users or agents, assigned to receive calls from the queue areunavailable. The rolling count of unique devices that used VIMT in the last 30 days of the date. Use this report to see details of every device in your organization and what they're being used for. The country of the dialed number. You can only have a maximum of 50 reports in this list. Sign in to Control Hub and go to Reports > Report list. CVS template. Key features bring value to all parties in the group calling service chain. The percentage of video minutes where the average system CPU usage was at 90% or higher. Generate call queue reports Once modified, the file can be uploaded through the bulk features. Upload the CSV file by dragging and dropping or clicking Choose a file. Reports available via Webex Control Hub may be generated and downloaded via the Reports API. The average video packet loss for the duration of the meeting, in percentage. The highest value of video packet loss for the duration of the meeting, in percentage. This can be used when processing records to aid in deduplication. The number of spaces that the bot has sent a message or shared a file in. The date and time of when the meeting invitation was last updated (GMT). Number of calls that were presented to the agent and answered by them. Number of external spaces that users from your organization are in. The report shows data on all platforms that a user signed in to Webex App on. Total number of minutes that callers spent waiting for the next available agent to answer the call. The number of licenses allocated to users at the reported date. CCA (10000 to 20000)Participants who joined a meeting through Cloud Connected Audio. Extension assigned to the auto-attendant. The number of unique users that mentioned the bot. Depending on the schedule for the report, select Generate Report or Schedule Report. The time of when the webinar ended (GMT). This field is mandatory when you edit the call routing pattern. Only E.164 numbers are allowed for CSV import. Call forwarding settings for a call queue cant be modified in bulk. Group Call Management is recommended for call queues up to 50 agents. For outgoing calls, it's the telephone number of the user. The number of files shared in all spaces by the user. This report shows data for every activity of each bot per day during the date range that you select. A period is defined as a 30-day cycle that starts on the day your subscription was activated, and corresponds with your billing cycle. For incoming calls, it's the telephone number of the user. The type of user (user or workspace) that made or received the call. Alices Originating record would be Called line ID = Bob, Bobs Terminating record would be Calling line ID = Alice. With remote working and a focus on customer experience on the rise, users in the Webex calling ecosystem have a new opportunity to drive revenue from their call data. Agent1, Agent2, etc.Enter the users email or workspace name that youd like to add, remove, or replace. For outgoing calls, it's the calling line ID of the user. You can customize existing templates by reordering or removing columns to view the data that you want to focus on. Provides details about calls routed to auto-attendants after your business regular hours. You can create up to 50 custom templates and only you can view your custom templates. The session will cover some of the latest Group Call The version of the soft client used to join the meeting. If the meeting requires a password to join. Show More Helpful? Provides details about how many meetings a host scheduled and started within the selected date range. The audio types are: CCA InParticipants who dialed in to join a meeting through Cloud Connected Audio. From the footer of your app, click Queues. We keep historical data for calls involving Webex Calling desk phones, Webex App apps (desktop and mobile), and the Webex Calling App (desktop and mobile). See Add or edit more than 50 agents at a time for more information. Data isn't captured for calls based in Cisco Unified Communications Manager (CUCM), Cisco Dedicated Instance, and Cisco Webex Cloud-Connected UC. For outgoing calls, it's the telephone number of the called party. Might be based on factors like a specific time, specific callers or to a VM. Alices Originating CDR would be, Called line ID = , Usertype=User, Alices Terminating CDR would be, Calling line ID = Alice, Usertype = AutomatedAttendantVideo, Related reason = Deflection, The Call Queues Originating CDR would be, Called line ID = , Usertype = AutomatedAttendantVideo, Redirecting number = , Original reason, Redirect reason & Related reason = Deflection, The Call Queues Terminating CDR would be, Calling line ID = Alice, Usertype = CallCenterPremium, Redirecting number = , Original reason & Redirect reason = Deflection. Last known date of when a user from the external domain read a message in a space in your organization. For example, if a meeting has 3 participants and lasts for 10 minutes, then the count is 30 participant minutes (3 x 10 minutes). Once this number is reached, the overflow settings are triggered. Enter the announcement language for your call queue. You can generate call queue reports with details on all inbound calls that reached the call queue. The number of days since the user last hosted or attended a meeting through the Webex App app or Webex Meetings. DBS-210-3PCCisco IP DECT Base Station 210 Series, etc. The amount of time in seconds that the call lasted. Sign in to Control Hub and go to Reports > Templates. Agents can be users or workspaces. The brand name and model information for the speaker that was used during the meeting. iCall Suite from Tollring has been designed for Webex Calling to provide the industry's most comprehensive portfolio of business intelligence solutions for Webex customers. Enable your organisation to measure and then manage Customer Experience and Productivity - whether your team is working from home, mobile or in the office. Webex Calling is a proven cloud calling solution that delivers enterprise-grade calling, enabling you to replace your on-premises PBX network with a globally trusted cloud calling solution. SIP_EMERGENCYEmergency calls. The possible values are: This field shows if the participant was a cohost for the meeting. It's generally collected by the Account/Authorization Codes or Enhanced Outgoing Calling Plan services. Enter the call queue extension. Bob B is busy and has Call Forwarding Busy enabled, with the destination set to extension 11633 (Carol C). CallPickupThe user part of a pickup group or pickup attempted by this user against a ringing call for a different user or extension, CalllParkAn ongoing call was parked, assigned with a parked number (It's not the users phone number), CallParkRetrieveCallpark retrieval attempt by the user, either for a different extension or against the users own extension. Learn more about these reports at this article. This field shows if the user was the one who initiated the call. Under Actions, click More, and then select Disable. FallbackIf a call fails when participants are trying to join a meeting through Edge Audio, then Webex retries the call through PSTN. If present, this field's only reported in Originating records. This can change over the course of a meeting, however, only the initial speaker used is reported. From the Agent status drop-down menu, select your automatic call distribution status for your call queues: Signed InYou're signed in, but you're not ready to receive calls. The possible values are: The name of the user who created or scheduled the meeting. Possible causes could be Auto attendant transfer, Transfer out of a call-center, users app/device redirection, direct VM transfer etc.. TimeOfDayCall scheduled period of automated redirection. Enable or disable call waiting for agents. The IP addresses of the clients used to join the meeting. the ZIP file contains the fullset of record(s) in a single CSV file. This is a unique identifier across Cisco. This number reflects the aligned value used to identity a True Forward. No, manage cookie settings Reject Accept Responsible for sending MOMs after team calls and capturing them in a shared folder as the higher activity; As a SME, I collaborate with relevant teams, such as order management, billing, and fulfillment, if any deal is stuck in the booking stage . Different time zones may affect when certain reports are updated with new data. This report shows you the upcoming meetings for the selected Webex site. The last date selected for the report date range. You can use this chart to get a sense of which calling services that participants prefer to connect to for meetings and calls. Enter REMOVE to remove the alternate numbers you list in the row. into multiple CSV files with less than 1000 records. Queued calls are routed to an available agent when not on anactive call. We take care of the Webex Cloud so you can focus on what . The data center or region of the media node that the client connected to. Inside Cisco IT, we started using Webex Control Hub and haven't looked back. Please read our Privacy Statement and Cookie Notice for more information. Overview: - Lead Engineering Validation Pipeline team. Total number of minutes that agents were actively talking on calls. Webex Calling is a calling solution that guarantees a complete business experience with security and productivity, offers perfect features for every need, provides security, intuitive interface and options that work perfectly from start to finish and nothing bothers me. CF/Selective, UserBusyDND enabled or user willingly declined the call. The total number of licenses provisioned for the subscription and product. Carols Terminating CDR would be, Calling line ID = Alice, Usertype = User, Redirecting number = , Original reason = Deflection, Redirect reason = Call Queue. Sometimes barred. Generated reports will show up in the Report list tab. SIP_MOBILEA mobile/cell call is when the user originated the call with their mobile number, or received the call when called on their mobile number. For users, enter the users email address. The type of network connection that the client used to exchange media. The number of participants who joined with a Webex Meetings client and turned on their video during the meeting. Blind or unattended transfer allows you to transfer calls to an alternate extension or phone number without waiting for an answer or confirming the availability of the receiving party. Call Report Parameters The following table describes the parameters available in Webex Contact Center real-time and historical call reports. Edge AudioParticipants who dialed in or used callback to join a meeting through Edge Audio. Call Redirection Reason for the redirecting number. Principal Manager - Engineering Validation Pipeline. This report shows detailed call history data. Wrapping upYou're near the end of your shift but you can still receive calls. Calling. Inbound trunk may be presented in Originating and Terminating records. A unique identifier for the user associated with the call. You can share this ID with Cisco TAC to help them pinpoint parties who are involved during a call transfer. The maximum amount of rows is 1,000 (not including the header). Each row can hold a maximum of 50 agents and their associated call routing weight percentage (if applicable). The tracking code associated with a user. Enter the alternate number(s) to assign to the call queue. For example: SIPCalls that are made To or From a mobile phone using Webex Go or Calls from a non-Cisco client endpoint that joins via SIP. The email addresses of the participants who attended the meeting. Provides details about how many licenses are being used in a subscription, and how many users have hosted at least one Webex meeting within the reported date. The number of how many times the bot was mentioned by users. Peak Analytics for Webex Calling is a cloud-based reporting add-on for Webex Calling that enables historical visibility for your contact centre. You can use the column selection tool to add or remove fields from the report. Click Call Queue, and then find the call queue from the list. For outgoing calls, it's the calling line ID of the called party. Carols Originating CDR would be, Called line ID = Carol, Usertype = CallCenterPremium, Redirecting number = , Original reason = Deflection, Related & Redirect reason = Call Queue. This field shows if a meeting had simultaneous interpretation enabled by the host. Average number of minutes where callers hung up or left a message before an agent became available. Whether or not the user has an administrator role for the Webex site. AutoA license template assigned the license to the user automatically. At least one participant called into the meeting using audio connection through a computer. The version of the client that the user (of this CDR) is using to make or receive the call. HuntGroupA hunt-group-based call to an agent or a user (denotes a member of the hunt group). Call queue reporting and analytics dashboards Group Call Management is recommended for call queues up to 50 agents. It's unique across Cisco products. Webex Calling uses webhooks to allow applications to receive real-time data concerning call status changes. The average number of unique users that mentioned the bot. Total number of minutes that calls were placed on hold by agents. It's possible (and relatively common) that this changes over the course of a meeting. The date of when the user last hosted or attended a meeting through the Webex App app or Webex Meetings. The possible values are: SIP_MEETING Integrated Audio for Webex Calling. DeflectionIndication that a call was redirected. You can use this report to find out who the host for an webinar was, what type of webinar was scheduled, and how many users registered or attended. CallForwardAlwaysCalls are unconditionally forwarded to a defined phone number or to a VM, CallForwardNoAnswerThe party was not available to take the call, CallQueueA call center call to an agent or a user ( denotes a member of the call queue). The number of users invited to the meeting. If you are using a phone for audio, please associate your phone to your name by using the "Call me" option (easiest) or the "Call in" option and enter your assigned Attendee ID when prompted; Use the Chat function to queue for comments/motions (not Raise Hand or commenting from the phone) - reply to Everyone . PSTN OutParticipants who used callback to join a meeting through PSTN. Enable or disable to Play Announcement Before Overflow Processing. This field shows if a breakout session was started during the meeting. Whether the call was inbound or outbound. This can change over the course of a meeting, however, only the initial microphone used is reported. IT admins can track this value throughout the contract term, well before the period in which the subscription is due for a potential change. Enable or disable a distinctive ringing for alternate numbers. User reports indicate no current problems at Webex Webex is an online service for collaboration, online meetings, web conferencing and video conferencing. Number of calls where the caller hung up or left a message before an agent became available. This number is calculated as whichever product has the higher Provisioning License Quantity or Allocated License Quantity number in a subscription. Number of calls answered by agents, users through call forwarding, or voicemails. The calendar date for the recorded data. here, Small business account management (paid user). To add or edit The unique ID of the administrator who added the user. The average audio latency for the duration of the meeting, in milliseconds. Reports help you track and analyze the performance of Webex services in your organization. I have a call queue set up in WebEx, with receptionists logged into the broadcloud reception web client + desk phone . Display names of the participants who attended the meeting. The hardware make and model of the device used to join a meeting. This report doesn't have a date range or Webex site selection since it shows you data from all Webex sites in your organization and the last known date of when a user sent a message. It helps to identify who last redirected the call. In this article. The table below shows you what types of reports are are available for Control Hub, the earliest date range that you can view the data for each report, and the maximum date range that you can select for each report that you run. If enabled, agents will hear distinctive ringing when they Open the Microsoft Call Quality Dashboard (CQD) at https://cqd.teams.microsoft.com (sign in with your admin credentials). SIP_TOLLFREEToll-free based arriving (incoming) calls. It could be because of situations like force lock or because of a session audit failure. Click Call Queue, and then select the call queue to edit from the list. 90 Day Rolling Average Unique Active Meetings Hosts. Alice and Charlie talk and Alice ends the call. A separate folder containing all the data is brokendown We recommend that you generate same-day reports in your time zone's afternoon and include the previous day along with the same day if you find that your reports don't have all of the previous day's data. If you enter REPLACE, you will remove all previously entered alternate numbers and replace with the alternate numbers you are adding in this row The key menu option assigned to the key pressed on the keypad. Number of External Spaces with Users from Your Organization. Possible audio types are: PSTN (5-9999)Participants who joined a meeting through PSTN. Microsoft. Site timezone is the offset in minutes from UTC time of the user's locations timezone. The possible values are: When the call has been redirected one or more times, this field reports the last redirecting number. The average video jitter for the duration of the call, in milliseconds. The type of meeting that took place. If a bot hasn't had any activity during a certain date, then those dates don't show up in the report. You must have either a phone number or an extension. sales and support teams, for calls directed to a call queue. No, manage cookie settings Reject Accept updates and upload. Report this post With Webex Calling, you can set up a call queue for an automatic, seamless call waiting setup that suits your organization type, size, and/or call volume. Webex is owned by Cisco. The number of minutes that the webinar lasted for. If a user hasn't had any activity during a certain date, then those dates don't show up in the report. The redirecting number conveys Bobs number and Carols number, respectively. Bob and Carol are the two agents configured under call queue. If the meeting is a one-time meeting or a recurring series. The callIds and information in the Webhook notifications can be used in conjunction with the Webex Calling Call Controls API to build feature rich calling applications. Escalate your calls to a multi-party conference with one click. Youre cross-launched to the Calling Admin Portal where you can generate a queue or agent stats report. This can happen for calls made from and to Webex devices. As a result, this field reports multiple call dial possibilities, such as: Fature access codes (FAC) used for invoking features, such as Last Number Redial or a Call Return. Each administrator can create up to 50 custom templates, and only you can view the custom templates that you created. The names of licenses assigned to the user. Continue to do this until you have added all of the agents you need to add or edit. For video mesh based media nodes, this will have a more specific name that matches the video mesh cluster name that was provisioned by the customer. Enable the queue phone number for outgoing calls. You can manage your announcement settings for an existing call queue. AI fuels many customer experiences. Opening hours are 7am-2pm and the last customer entry is 1:30pm. For computers this might be "Lenovo Thinkpad p60". The unique ID of the Microsoft Teams meeting. Average number of minutes that the agent spent actively talking on calls. VoiceMailGroupshared voicemail or inbound fax box for users, CallCenterStandardA call queue based service, VoiceXMLCall added back to the Route Point queue after script termination, RoutePointRoute Point call to an agent (for incoming call to the route point). This can change over the course of a meeting, however, only the initial camera used is reported. The total number of joins by participants or devices from all Webex meetings over the selected time period. This isn't tracked per media type. Example for a call made to an auto-attendant number and call redirected to a call queue service: In this example all users (who made and received the call) are Webex Calling registered users. DeflectionIndication that a call was redirected. Last known date of when a user from the external domain joined a space in your organization. If the data for the call queues youve selected exceeds the maximum (more than 10,000 rows for each CSV), you will receive Enable or disable overflow treatment after a set amount of time. 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