CF/Selective, Group night forwarding, UserBusyDND enabled or the user willingly declined the call. For example, if Bob@external.com is in 3 different spaces in your organization, then this column will show 3 as the value. These details can help you manage the timing of a site migration or a site upgrade that might impact users. Benefits It helps to identify who last redirected the call. Enter the alternate number(s) to assign to the call queue. In this article. If present, this field's only reported in Originating records. SIP_INTERNATIONALAn outgoing call made to another region from the user's home region. Enable or disable bounced calls for this call queue. The phone number for participants who joined a meeting through CCA, PSTN, VoIP, Edge Audio, or Fallback. Total number of minutes that the agent put calls on hold. Number of calls that overflowed because the queue limit was met. CF/busy or Voicemail/busy. IT admins can track this value throughout the contract term, well before the period in which the subscription is due for a potential change. Enter the last name to display for the call queues calling line ID (CLID). The report shows data on all platforms that a user signed in to Webex App on. If enabled, enter the ring patter in the Alternate Numbers Ring Pattern column. Last known date of when a user from the external domain joined a space in your organization. The date and time an invitation was sent to the user, if applicable. Enter the location to assign this call queue. Use this report to see details of every device in your organization and what they're being used for. 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). 2. If the meeting requires a password to join. Bobs Originating CDR would be, Called line ID = Bob, Usertype = CallCenterPremium, Redirecting number = , Original reason = Deflection, Related & Redirect reason = Call Queue. The average audio packet loss for the duration of the meeting from the Webex cloud to the client direction, in percentage. Media Access Control address of the device. The highest value of audio latency for the duration of the meeting, in milliseconds. You must be a Pro Pack customer in order to generate reports with an API. The date and time of when the meeting will end (GMT). You can change the call routing pattern of your existing call queue. Agent ActionEnter ADD to add the agents you list in this row. To optimize resources, Webex downgrades the bit rate and resolution of all videos when the user reaches an average system CPU usage of 95% for five consecutive seconds. Welcome Message Estimated Wait Message for Queued Calls Comfort Message Comfort Message Bypass Hold Music Call Whisper Message Edit Call Queue Announcement Files Settings Click Call Queue, and then find the call queue from the list. 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. Group Call Management brings advanced call queue capabilities to Webex Calling, at no extra cost, helping your business better serve its customers Your current status is displayed in the footer and you can see all of the call queues you're part of from there. The possible values are: When the call has been redirected one or more times, this field reports the last redirecting number. Filter Fields While generating the report, from the Choose Filter dialog box, you can filter your report based on your requirement. Alphabetic or numeric geographical code that the participants used to dial in to the meeting. Onboarding User Activation and License Details Report, Meetings Active User Rolling Average Report, Auto Attendant Reports - Stats Summary, Business Hours Key Details, After-Hours Key Details. Indicates a trigger that led to a change in the call presence. The highest value of video jitter for the duration of the meeting, in milliseconds. Select a location for the call queues youd like to modify. CCA (10000 to 20000)Participants who joined a meeting through Cloud Connected Audio. This field shows if the Webex Assistant for Meetings was used in the meeting. Duration (in GMT) of how long the participant's audio was connected for in the meeting. Enable or disable the wait message to play a message informing callers that there is a high volume of calls. Enable or disable overflow treatment after a set amount of time. For computers this might be "Lenovo Thinkpad p60". FollowMeAutomated redirection to a personal redirecting service. For workspaces, enter the workspace name. Bob has Call forward Busy enabled to Carol. The number of spaces that the bot has sent a message or shared a file in. 4. 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 time the call was answered. This can be the same as LOCAL_IP if the client is connected directly to the internet without using a VPN. This report is only available if your organization has an active utility-based billing subscription. The related reason = deflection in this example is auto-attendant transfer and transfer out of a call-center. If the Enter the call queue time zone key. Enter the 50 agents, and their associated call routing weight percentage (if applicable), that youd like to add or edit on Mandatory (if phone number is left blank). View Calling Reports You can use the Analytics page in Control Hub to gain insight into how people are using Webex Calling and the Webex app (engagement), and the quaility of their call media experience. 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 average CPU usage for the Webex app for the duration of the meeting, in percentage. The number of files shared in all spaces by the user. Alice and Charlie talk and Alice ends the call. Agent1, Agent2, etc.Enter the users email or workspace name that youd like to add, remove, or replace. You can also see how users from your organization are collaborating with external domains in external spaces. The number of users that registered for the webinar before it started. For incoming calls, it's the telephone number of the calling party. See Add or edit more than 50 agents at a time for more information. If the same case is from a PSTN caller, Look for Example 2 above to understand the CDR record behavior). The type of user (user or workspace) that made or received the call. Enter the agents youd like to assign to the call queue. HuntGroupA hunt group based call to an agent or a user (denotes a member of the hunt group). queue policies to determine call routing based on business hours, provides skill-based routing, provides call back capabilities ConsultativeTransferWhile on a call, the call was transferred to another user by announcing it first. - Recruit new people, interviews and get new comers onboard to the team. The device model type the user is using to make or receive the call. The key option pressed by callers on the keypad. In the Template section, select which template you want to customize, enter the name for the custom template, and add a description. Modifies the calling behavior settings for the person which includes calling behavior and UC Manager Profile ID. receive calls from the call queue. UserThe direct user who made or received the call. The highest value of end-to-end audio packet loss for the duration of the meeting, in percentage. The extension that the auto-attendant routed the call to. From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features. The average receiving audio packet loss in percentage. Enable your organisation to measure and then manage Customer Experience and Productivity - whether your team is working from home, mobile or in the office. 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. It could be because of situations like force lock or because of a session audit failure. V3.x.x prerequisites Power BI Desktop You need to have Power BI Desktop installed. The percentage of the duration participants used TCP connection for a VoIP call. only. Automatic number identification of the phone number that the participant used to call in to the meeting. Enter the announcement language for your call queue. Name of the auto-attendant, as provisioned. DeflectionIndication that a call was redirected. Once this number is reached, the overflow settings are triggered. Select the call routing type for your call queue. The date of when the user last hosted or attended a meeting through the Webex App app or Webex Meetings. Call Type reports in Webex CCE primarily provide call routing statistics and contain no other call handing statistics, unless they used translation routing. Possible values could be "wifi", "ethernet", "cellular", or "unknown". For phones this might be "Samsung Galaxy S7". The description for the key option pressed by callers on the keypad. Length of time that callers were on the line with the auto-attendant. Choose from one of the supported actions. The possible values are: Provides details about the total number of meetings hosted within the selected date range. The Session Initiation Protocol (SIP) address associated with the device. You can manage your announcement settings for an existing call queue. We recommend Webex Contact Center for customers that require sophisticated customer engagement capabilities, omni-channel routing, or large scale, high call volume deployments. The last date selected for the report date range. Webex Calling generates six call detailed records, and all six would have the same. For outgoing calls, it's the telephone number of the user. Charlies Terminating record would be Calling line ID = Alice and Redirect reason = Deflection. When calls come into the queue, only the desk phone can accept the call, there is no "ANS" button in the web console but I can see the call. If the meeting is a one-time meeting or a recurring series. The average number of spaces that the bot has sent a message or shared a file in. Webex Calling Call Queue internal call vs external call both incoming calls Options 733 25 5 Call Queue internal call vs external call both incoming calls Go to solution jurbanik Beginner Options 01-04-2022 12:58 PM So I set up a test call queue and set the welcome greeting, estimated time to wait, comfort message and MOH. Each date that you select has their own set of data. For more information, The unique ID of the Control Hub organization that the report belongs to. 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. 1: From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features.. 2: Click Call Queue, and then select the call queue to edit from the list.. 3: In the side panel, beside Overflow Settings, click Manage.. 4: Check or uncheck the boxes next to the following settings to enable or disable: Play ringing tone to callers when their call is set to an available agent This report shows data for every activity of each user per day during the date range that you select. The time (in UTC+0) when the device joined the Microsoft Teams meeting using VIMT. TerminatingIdentifies the trunk for inbound calls from Premises-based PSTN or an on-prem deployment 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). You can use these reports to see details for each meeting, how often users are messaging each other, details for Webex Calling calls and call queues, how often Webex devices are used, onboarding information, and more. The date and time of when the meeting invitation was last updated (GMT). Car boot sales opening later in the year, They. The time (GMT) of when the call was made. Whether or not the participant shared their screen during the meeting. If it was scheduled as a Webinar or Webcast. All GET commands require the spark:calls_read scope while all other commands require the spark:calls_write scope. PSTN OutParticipants who used callback to join a meeting through PSTN. Date and time (in GMT) of when the meeting started. Short numbers are premium or free depending on region and service. Webex Calling Behavior controls which Webex telephony application and which UC Manager Profile is to be used for a person. This number reflects the aligned value used to identity a True Forward. NORMAL, LONG_LONG, SHORT_SHORT_LONG, SHORT_LONG_SHORT, Alternate Number Distinctive Ringing Enable. here, Small business account management (paid user). Call Routing Type (Priority / Skill Based). For example, if three meetings lasted 30 minutes each, then the count is 90 meeting minutes. A period is defined as a 30-day cycle that starts on the day your subscription was activated, and corresponds with your billing cycle. I keep a monthly call with a PPT presentation to go over the monthly quality overview and share . The number of meetings scheduled and hosted by this attendee within the reported time period. Last known date of when a user from the external domain sent a message in a space in your organization. This varies depending on whether you are using the CSV to add a new call The total number of licenses provisioned for the subscription and product. The rolling count of unique devices that used VIMT in the last 30 days of the date. You can add and manage call queues in bulk using a call queue CSV. The hardware make and model of the device used to join a meeting. This tab shows a list of reports that are set up to run recurringly. In addition to the existing formats, the Duration field now has two new formats: HH:MM:SS.SSS and MM:SS.SSS. DBS-210-3PCCisco IP DECT Base Station 210 Series, etc. The authorization code admin created for a location or site for users to use. This field shows if participants enabled a virtual background during the meeting. Enable or disable a non-default music-on-hold file. If you enter REPLACE, you will remove all previously entered agents and replace with the agents you are adding in this row only. Number of External Spaces with Users from Your Organization. You can find out about a participants media quality data during the meeting and information about how they joined the meeting. Total time that callers were on the line with the auto-attendant. agent does not answer. Enter the call queue phone number. Edge AudioParticipants who dialed in or used callback to join a meeting through Edge Audio. Continue to do this until you have added all of the agents you need to add or edit. The total number of joins by participants or devices from all Webex meetings over the selected time period. Group Call Management refers to a collection of features designed to work together in support of managing high call volume SIP_EMERGENCYEmergency calls. Average number of minutes that the agent spent actively talking on calls. The number of hours the device was used for a wireless local display. Number of users from your organization that are in external spaces. A unique identifier for the user associated with the call. This report isn't available in Webex for Government organizations. Enter the interval in seconds between each repetition of the comfort message played to callers in the queue. This report shows aggregated data for each activity of each bot during the date range that you select. The number of licenses allocated to users at the reported date. Extension number assigned to the call queue. For example, if you run a report for June 1, 2020 to June 5, 2020, then the report shows you every activity of the bot for each date of the report. The name of the product for the reported licenses. The unique ID of the Microsoft Teams meeting. Edit bounced calls settings Bounced calls are those that were sent to an available agent, but the agent does not answer. 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. Indicates whether the particular call leg was answered or not. Enable or disable comfort message bypass for queued calls. The email address of the administrator who added the user, if applicable. For example, if a user signed in to Webex App on the Windows and Mac client, that user will have two separate entries in the report. The date of when the users status changed to Active. This API modifies the configured Caller ID for the agent in the system. You can use this report to help users on how they can reduce their system CPU usage to have a better meeting experience. When the report is ready to download, the status column changes to Complete. If enabled, make sure to enter the Wait Message Mode in the next column. For example, if a subscription with Calling has 500 Allocated License Quantity, and Meetings has 600 Allocated License Quantity, then the Consumption Quantity will be 600 for that subscription. For more information, click Select Delete and then confirm your choice. No, manage cookie settings Reject Accept You can also identify critical meetings or events to help plan support accordingly. The average system CPU usage for the duration of the meeting, in percentage. The number of hours the device was used for whiteboarding. The report only shows the default tracking code names. Provides details about meetings that were started within the selected date range. Sign in to Control Hub and go to Reports > Report list. The number of hours the device was used for a call. Shows tags assigned to the device on the Control Hub Devices page. Upload the modified CSV file by dragging and dropping or clicking Choose a file. This can happen for calls made from and to Webex devices. When your administrator makes you a member of a call queue, you can check and change your call queue status in Webex App. A unique ID for this particular record. The average video jitter for the duration of the meeting, in milliseconds. Device online status from the last 24 hours. Call Controls. You can share the Call ID with Cisco TAC to help them pinpoint a call if necessary. 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 . If the data for the call queues youve selected exceeds the maximum (more than 10,000 rows for each CSV), you will receive We take care of the Webex Cloud so you can focus on what . This is the start time of the call, the answer time may be slightly after this. The names of the participants who attended the meeting. The average video round-trip delay in milliseconds. Longest Idle (Max 1,000 agents)Sends calls to the . Provide lower - level technical and end-user support for commercial PC operating systems, Commercial Off The Shelf (COTS) and/or custom applications. 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 . The type of network connection that the client used to exchange media. This field shows if the user was the one who initiated the call. Enter the limit for the number of calls the system will keep in queue, waiting for an available agent. Once modified, the file can be uploaded through the bulk features. Name of the place or user this device is assigned to. This report shows detailed call history data. You can customize existing templates by reordering or removing columns to view the data that you want to focus on. 1. 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. For example, dialing 911 in the US. Total number of minutes for participants who joined meetings using VoIP. Webex Calling call queue CSV file format reference. It's unique across Cisco products. For example, you can create customized Meetings Attendees reports that focus on participants in specific locations or on specific operating systems, or customized Calling Quality reports that focus on audio or video media quality instead of both. Small business account management (paid user). sales and support teams, for calls directed to a call queue. To access this API, the authenticated user must be a read-only or full administrator of the organization to which the report belongs. Against this backdrop, here are five customer experience predictions for 2023, put forward by Zack Taylor, Director of Strategic Communications at Cisco Contact Center BU. Correlation ID to tie together multiple call legs of the same call session. Top Down (Max 1,000 agents)Sends calls through the queue of agents in order, starting from the top each time. The number of unique users that mentioned the bot. SIP_ENTERPRISEInter or intra location dialing within the same organization. When a user must dial an outside access code (for example, 9+) before dialing a number, this access code is also reported, as well as the digits dialed thereafter. The name of the device used to join the Microsoft Teams meeting. Provides details about the different types of audio that participants used during a meeting. Under Actions, click More, and then Delete. Select the option you are having issues with, and help provide feedback to the service. Enter the time to wait (in seconds) for any agent to answer before forwarding the caller elsewhere. Call queue reporting and analytics dashboards Group Call Management is recommended for call queues up to 50 agents. For example, if you generate a report for the same day, the report may only include partial data. Select Calling, go to Between-User Permissions , and then select Barge In . Enter the call queue overflow processing action. These files are generated for the administrators to quickly import any Please read our Privacy Statement and Cookie Notice for more information. Custom templates aren't editable after they're created. Under Actions, click More next to the report you want to download, and then select Prepare for download. You can either export your current call queues, which allows you to add, delete, or modify your existing data set, or you Enter ADD to add the alternate numbers you list in this row. Carol attends the call and talks to Alice. This is a unique identifier across Cisco products. This report is only available if your organization has an active true forward eligible subscription. Peak Analytics for Webex Calling is a cloud-based reporting add-on for Webex Calling that enables historical visibility for your contact centre. A unique identifier for the site associated with the call. The highest value of audio packet loss for the duration of the meeting, in percentage. The type of soft client used to join the meeting. Upload the CSV file by dragging and dropping or clicking Choose a file. The possible values are: YWebex Assistant was used during the session. 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). If hosts are scheduling meetings with a Personal Room invitation URL, then those meetings wont be included in the report. Overview Custom templates Manage reports The amount of time in seconds that the user turned on their video. Review PRS Reports, Impact . AutoA license template assigned the license to the user automatically. In addition: Based on the preceding case, the overall call length is about 46 seconds. Last known date of when a user from the external domain shared a file in a space in your organization. You can see the recurring details for each report and when they were last generated. This can be used when processing records to aid in deduplication. Data isn't captured for calls based in Cisco Unified Communications Manager (CUCM), Cisco Dedicated Instance, and Cisco Webex Cloud-Connected UC. The highest CPU usage value for the Webex app for the duration of the meeting, in percentage. Call redirection reason for the original called number. The type of client that the user (creating this record) is using to make or receive the call. Choose what you want your wait message to communicate to callers. This report shows details about how users were added to your organization and how licenses were assigned to them. Enter the call queue phone number. 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. Carol has Call forward always enabled to Dave. LocationEnter the same location as the row above to add or edit more agents. I'm hosting a Webex Calling Deployment workshop on Tuesday at 11:15am this year at Cisco Live Melbourne. Enter the number where you want to transfer overflow calls. Overview: - Lead Engineering Validation Pipeline team. Use this report to gain insights into how many users are scheduling meetings in a Webex site and understand the volume and timing of upcoming meetings. If the attendee joined the meeting using a Webex Room or Desk Device. a zipped file with multiple CSV files included. Bob and Carol are the two agents configured under call queue. Take a look at these . When a call comes into your call queue, you'll receive a notification in the app and can answer the call from there. Provides information about external domains and external users collaborating in your organization. This type covers all inbound calls from PSTN or another external trunk. Seller prices vary depending on what you are selling but start from 18 for a car. Both Alice and Bob are Webex Calling registered users: Webex Calling generates two CDR records: One for Alice and one for Bob (Alice = Caller / Originating. The time of when the webinar started (GMT). Comfort greeting (well be with you shortly), Request callback (caller can designate a callback number, rather than wait in queue), Enhanced queue routing policies (for night service, holidays, and forced forwarding), Intuitive UX options for desk phone and Webex App, Monitor / coach / barge / takeover active calls, Call queue reporting and analytics dashboard, Assign skills-based routing ratings of staff, per queue. Site timezone is the offset in minutes from UTC time of the user's locations timezone. Bob B is busy and has Call Forwarding Busy enabled, with the destination set to extension 11633 (Carol C). Number of calls that were transferred out of the queue. For users, enter the users email The number of users that joined the webinar. Generated reports will show up in the Report list tab. The average number of unique active hosts for the preceding 90 days of the reported date, rounded to the nearest whole number. 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. Media Quality Engagement and Quality Call Queues Keep track of your calls and voicemail through call history and find and connect with your colleagues through the in-app directory. Only the initial connection is recorded here. Display names of the participants who attended the meeting. The audio types are: CCA InParticipants who dialed in to join a meeting through Cloud Connected Audio. Transfer related call ID is used as a call identifier of the other call leg that's involved in the transfer. The possible values are: The name of the user who created or scheduled the meeting. VoIPParticipants who joined a meeting using internet for audio. 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. No, manage cookie settings Reject Accept The number of participants who joined with a Webex Meetings client and turned on their video during the meeting. 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. Email addresses of the participants who attended the meeting. Webex Calling, Control Hub Operating System: Web Browser For: Administrator October 25, 2022 | 339 view (s) | 0 people thought this was helpful View call queue reports and stats In this article View call queue and agent stats Generate call queue reports View call queue and agent stats You can view queue and agent stats. The first date selected for the report date range. Please read our Privacy Statement and Cookie Notice for more information. The time when the device disconnected from the Microsoft Teams meeting. Average number of agents that actively handled calls. No need to worry anymore about the expense and complexity of managing a phone system infrastructure on your premises. Edit overflow settings The overflow settings determine how your overflow calls are handled when the call queue becomes full. 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 report shows data for every activity of each bot per day during the date range that you select. The count of unique devices that used VIMT in the last 24 hours of the date. Average number of minutes that the agent put calls on hold. User reports indicate no current problems at Webex Webex is an online service for collaboration, online meetings, web conferencing and video conferencing. The operating systems of the devices the participants used to join the meeting. In such cases, the ZIP file is downloaded, where Group Call Management is recommended for call queues up to 50 agents. Wrapping upYou're near the end of your shift but you can still receive calls. The methods are: ManuallyAn administrator assigned the license to the user manually. For incoming calls, it's the calling line ID of the calling party. The possible values are: YA virtual background was enabled once during the meeting. For more information about Reports, see the Admin . The field Relatedreason=. Monitor usage across services, attendance for events and sessions, and support activities so that you can determine how you can build a more efficient organization. The date that the device was used to join the Microsoft Teams meeting using VIMT. If enabled, make sure to enter the number of seconds after which to alert the agent about the held call. We drive innovation by helping brands and agencies create value from next generation . The number of participants in the meeting. Enable or disable Bounce calls after being on hold by agent for longer than seconds. If the licenses were assigned to the user successfully or unsuccessfully. Average number of minutes that agents spent handling calls. During the most challenging moments of the pandemic, it was fundamental. If above column is set true, then by default is 30. You must have either a phone number or an extension. In the side panel, beside Settings, click Manage . The possible values are: SIP_MEETING Integrated Audio for Webex Calling. The session will cover some of the latest Group Call Unique active hosts are hosts who started at least one Webex meeting on the reported date. The main number for the user's site where the call was made or received. Join or unjoin a queue by toggling it on or off. address. The total number of minutes that all participants were in a meeting for. The period that the subscription is in. 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). At least one participant called into the meeting using audio connection through a computer. NThe host didn't enable simultaneous interpretation for the meeting. For example, if your subscription started on July 5, 2020, then the next period would start 30 days later, on August 4, 2020. Users that haven't signed in to the Webex App show as Pending. Time is in UTC. Once you reach that limit, delete some reports to generate new reports again. Modify a Call Queue Agent's Caller ID information Modify a call queue agent's Caller ID information. Each date that you select has their own set of data. The caller ID is used when call forward is enabled This report shows data for the quality of calls made or received by users with the Webex Calling and Webex desktop apps. The total number of licenses provisioned for the subscription and product. For example: If the duration is 200 milliseconds, and the format is HH:MM:SS.SSS, then the value is 00:00:00.200. and the format is MM:SS.SSS, then the value is 00:00.200. The count of unique active hosts on the calendar date. The highest value of video packet loss for the duration of the meeting, in percentage. The version of the client that the user (creating this record) is using to make or receive the call. Select the alternate source file in Control Hub. 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. The method used to add the user to Control Hub. Last known date of when a user from the external domain read a message in a space in your organization. From the customer view in https://admin.webex.com, go to Services, and choose Calling > Features. team call handling services, as a core part of Webex Calling. The redirecting number conveys Bobs number and Carols number, respectively. and calls are forwarded out. Has anyone else seen this behavior? The percentage of the duration participants used UDP connection for a VoIP call. To modify a call queues in bulk, youll simply download the current CSV data and make the necessary changes to the spreadsheet. This time zone applies to the schedules applied to this call queue. Data for this report is only for bots from your organization. Youre cross-launched to the Calling Admin Portal where you can generate a queue or agent stats report. and calls are forwarded out. The receiving packet loss is calculated after Webex's packet loss recovery. 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. Whether the call was inbound or outbound. About. Both Alice and Bob would have the same Correlation ID field to filter the call legs. Your supervisor determines which queues you can join or unjoin. 0 0 Add Comment Save this Review MG MAULIK G. The number of calls made and meetings joined from the Webex App client by a user. The total number of minutes that participants enabled video for. The possible values are: This field shows if the meeting was scheduled using end-to-end encryption (E2EE). 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. Calling. Total number of minutes that the agent spent actively talking on calls. Provides details about every participant who attended a meeting within the selected date range. Each date that you select has their own set of data. For example: AutomatedAttendantVideoAutomated Attendant Video IVR group service, BroadworksAnywhere Single number reach (Office anywhere) service, VoiceMailRetrievalVoice Mail group service, GroupPagingOne way call or group page made for target users. The operating system for the Webex App client. Reports for Your Cloud Collaboration Portfolio. Examples: In a hunt group case, the agent who did not pick the call will have Answered = FALSE. Opening hours are 7am-2pm and the last customer entry is 1:30pm. Alice A (12814659802) dials user Bob B by the extension (41002). Enable or disable to notify the caller with either their estimated wait time or position in the queue. Number of minutes where callers hung up or left a message before an agent became available. Alices Originating record would be Called line ID = Bob. The percentage of video minutes where the average system CPU usage was at 90% or higher. This field shows if a meeting was scheduled through the Microsoft Teams, Microsoft Outlook, Slack, or Google Calendar integration with the Cisco Webex Meetings app. Means that a push notification was sent to wake up the client and get ready to receive a call. 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. The number of spaces that the user has sent a message, made a call, or shared a file in. Provides information about Webex webinars that were hosted within the selected date range. Agents can be users or workspaces. VoiceXMLScriptTerminationRoute Point feature usage indication, AnywhereLocationIndicates call origination towards the single number reach (Office Anywhere) location, AnywherePortalIndicates call origination towards the user identified by the single number reach (Office Anywhere) portal, UnrecognizedUnable to determine the reason. Under Actions, click More, and then select Disable. Choose from one of the Once enabled, customer administrators can enable their employees with Dubber Go through the Webex Control Hub admin portal. SIP_NATIONAL An outgoing domestic call within the user's region. You'll still keep any previously generated report of that custom template. The available filter fields are listed below: Available Fields in Agent Report Available Fields in the Agent Report Views Queued calls are routed to an available agent when not on anactive call. The average audio round-trip delay in milliseconds. If enabled, make sure to enter the number of seconds after which a held call should be bounced. 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. Enable or disable to play a message after the welcome message and before hold music. The operating system that the app was running on, if available. If this option is enabled, Future scheduled reports won't run until there are fewer than 50 reports. PSTN InParticipants who dialed in to join a meeting through PSTN. Total number of minutes that callers spent waiting for the next available agent to answer the call. Change your automatic call distribution status for your call queues: Signed InYou've signed in, but you're not ready to receive calls. For incoming calls, it's the calling line ID of the user. UNKNOWNUnable to determine the call type. So, if you see a toggle greyed out, it means you can't make a change for that queue. queue or edit an existing call queue. You can use the column selection tool to add or remove fields from the report. Handle minutes are calculated as Total Talk Mins + Total Hold Mins = Total Handle Mins. Auto-attendant redirects the call to a call queue service. This report shows details of all the agents that have been assigned to call queues in your organization. Webex Calling generates only one call detailed record: (Alice = PSTN Caller (No CDR records). The country of where the participants joined the meeting from. The possible values are: NThe meeting wasn't end-to-end encrypted. The caller ID is used when call forward is enabled When you delete a custom template, any automatic schedules for that template will also be deleted. Sometimes barred. Make calls for business on your phone or desktop. You can use this chart to get a sense of which calling services that participants prefer to connect to for meetings and calls. If enabled, make sure to enter the number of seconds in the Comfort Message Time column. Group call management is an advanced call queue capability that makes it easy and affordable to support high call volume and The users activation status is shown as Activated if the user signs in to the Webex App for the first time. HuntGroupA hunt-group-based call to an agent or a user (denotes a member of the hunt group). Select the agent skill level for the assigned agents. Call service type that participants used to join a meeting. Route group identifies the route group used for outbound calls routed via a route group to Premises-based PSTN or an on-prem deployment integrated with Webex Calling (dial plan or unknown extension). You can create up to 50 custom templates and only you can view your custom templates. If a bot hasn't had any activity during a certain date, then those dates don't show up in the report. Duration (in GMT) of how long the meeting lasted. This is only populated for international calls. This report provides details about calls where Webex devices and third-party SIP devices used Video Integration for Microsoft Teams (VIMT) to join Microsoft Teams meetings. Webex Calling easily extends to a complete collaboration experience that includes market-leading calling, meetings, messaging, contact center, and . This report doesn't have a date range selection. The name of the user who created the bot. The times that the participants left the meeting (GMT). Your report may take up to 24 hours to generate, depending on the size of the report and how many reports are queued. 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. Webex App | Change your call queue status. Possible audio types are: PSTN (5-9999)Participants who joined a meeting through PSTN. For example, if a meeting had 3 participants and they each joined for 10 minutes, then the total equals to 3 participants x 10 minutes each = 30 minutes. You can disable a report if you want to pause the report from running automatically. The country of the dialed number. You can share this ID with Cisco TAC to help them pinpoint parties who are involved during a call transfer. Report statuses available are: You can only have a maximum of 50 reports in this list. For example, if Alice@example.com is in 3 different external spaces of the external domain, then this column will show 3 as the value. This is a unique identifier across Cisco. For outgoing calls, it's the telephone number of the called party. 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. 90 Day Rolling Average Unique Active Meetings Hosts. To exit this window, you can click, Small business account management (paid user), Video Integration for Microsoft Teams (VIMT), Organization onboarding and license reports. These reports use data from the Voice Applications Analytics Collector (VAAC) service. AI fuels many customer experiences. Mandatory (if extension is left blank) Optional. Principal Manager - Engineering Validation Pipeline. You can see when a report is ready to download under the Status column. If you enter REPLACE, you will remove all previously entered alternate numbers and replace with the alternate numbers you are adding in this row Unique identifier internal for administrators. RemoteUsed when the far-end party releases the call first. Percentage of calls where the caller hung up or left a message before an agent became available. 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. Provides details about the different types of audio that participants used during a meeting. The times that the participants joined the meeting (GMT). Not supported for Webex for Government (FedRAMP) Call Control APIs in support of Webex Calling. 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. the first row for the call queue youre adding or editing. How long the participant joined the meeting for in minutes. Freephone numbers. To view more information about these reports, you can expand the following sections: Data is captured based on the UTC time zone. You can use these reports to see details for each meeting, how often users are messaging each other, details for Webex Calling calls and call queues, how often Webex devices are used, onboarding information, and more. Sign in to Control Hub and go to Reports > Scheduled jobs. In the table, CSR is an abbreviation for Customer Session Record. UnavailableTo a Voicemail, when user has no App or device, UnknownCall Forward by phone with no reason. UnavailableYou're not available to receive calls. 3. The device or app that the user made or received the call with. Location must be on the Locations tab in Control Hub. To generate these reports with an API, see the Reports API or Report Templates API developer page. The Agent Timeline report shows a timeline view of agents being active in call queue calls. 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. If enabled, agents will hear distinctive ringing when they SIP_PREMIUMCalls that uses enhanced or extended Toll Premium Services, premium rate, or special rate number. Tap your profile picture, and then tap Call Queues. can export a sample set of call queues. A unique identifier for the organization that made the call. Enter the call queue extension. Select the appropriate format to see the data in millisecond format. It's possible (and relatively common) that this changes over the course of a meeting. The total number in minutes that all participants have been in the meeting. The method used to assign the user the license. For cloud-based media nodes, this is a general region name such as "San Jose, USA". 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. 1. The trigger could be for this particular call or redirected via a different call. For example: Cisco-Board70Cisco Webex Board series 70, ATA192-XXCisco ATA 192 Analog Telephone Adapter. Example: +12815550100. The Webex Calling location of the user for this record. Bob places Alice on Hold and blind transfers the call to Charlie which takes about 3 seconds before Charlie answers the transferred call. The number of licenses allocated to users at the reported date. The date and time of when the meeting series will end (GMT). Number of spaces in your organization that has at least one user from the external domain. Enable or disable distinctive ringing for the call queue calls. Call queue names within the same location need to be uniquely identifiable. Number of inbound calls to the agent that were distributed by the call queue. Enter REMOVE to remove this agents you list in the row. At least one participant shared their screen in the meeting. For outgoing calls, it's the calling line ID of the called party. The brand name and model information for the microphone that was used during the meeting. Enable your organisation to measure and then manage Customer Experience and Productivity - whether your team is working from home, mobile or in the office. The unique ID of the user in the Microsoft Teams client. You can only have a maximum of 50 reports in this list. The number of minutes that the webinar lasted for. Provides details about how many licenses are being used in a subscription. The number of recorded video minutes for each users email address during the selected date range. Show More Helpful? Webex Calling uses webhooks to allow applications to receive real-time data concerning call status changes. 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. The version of the soft client used to join the meeting. A meeting where all participants called in using PSTN. Media quality data and hardware information of participants are only available if the meeting's duration was more than two minutes. Might be based on factors like a specific time, specific callers or to a VM. The number of hours the device was used for USB passthrough. A call in or call back to a Webex Meeting using a Webex Calling app or device. Join or unjoin a specific queue by toggling it on or off. Carols Originating CDR would be, Called line ID = Carol, Usertype = CallCenterPremium, Redirecting number = , Original reason = Deflection, Related & Redirect reason = Call Queue. The date and time of when the meeting was scheduled (GMT). IT admins can track this value throughout the contract term, well before the period in which the subscription is due for a potential change. Webex Calling generates four call detailed records: Example when multiple users had Call Redirections enabled: The callingNumber always conveys the actual calling party and it is not modified by redirections. Carols Terminating CDR would be, Calling line ID = Alice, Usertype = User, Redirecting number = , Original reason = Deflection, Redirect reason = Call Queue. Key features bring value to all parties in the group calling service chain. 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. The date and time of when the meeting will start (GMT). We also use third-party cookies for advertising and analytics. LocalGatewayA local gateway based user who made or received the call. Observable AI Matures. This step only applies to Webex for Service Providers. The date of when the Webex App platform and version number was last detected for a user during the last message sent. Columns are either mandatory or optional fields. 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. This centralized collaboration management portal offers us troubleshooting Provides details about how many meetings a host scheduled and started within the selected date range. 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. 9- or 10-digit meeting access code used to join the meeting. Webex is owned by Cisco. 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. PSTN call-in users dont count as active. Webex Calling generates eight call detailed records: All eight call detailed records would have the same Correlation ID field to filter the call legs. You can use this report to see which agent gets the most calls and information about their calling stats. The unique ID of the administrator who added the user. This report is only available if your organization has an active true forward eligible subscription. Enter the call queue routing pattern. Average number of minutes where callers hung up or left a message before an agent became available. An extension that got dialed and a mis-dialed keypad digit from a device or app. CVS template. Enable or disable whisper message for queued calls. Phone number that participants requested to join a meeting through callback. Use this column to activate or deactivate the call queue. Webex Calling is a cloud-based phone system that is optimized for midsized businesses. From the footer of your app, click Queues. Enable or disable call waiting for agents. Number of external spaces that users from your organization are in. This report shows you the upcoming meetings for the selected Webex site. 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. Bounced calls are those that were sent to an available agent, but the Call Report Parameters The following table describes the parameters available in Webex Contact Center real-time and historical call reports. Inside Cisco IT, we started using Webex Control Hub and haven't looked back. Number of calls that were presented to the agent but went unanswered. supported options. These features allow you to organize groups of agents that receive calls based on the configuration. Agents can be users or workspaces. For example, if you run a report for June 1, 2020 to June 5, 2020, then the report shows you data for each date of the report. You can use classic reports to view comprehensive statistics for Webex Meetings, Webex Events (Classic), Webex Training, and Webex Support services in your organization. Turn on Barge In , choose whether you want to make the ongoing call a conference call. Number of users from the external domain in your organization's spaces. Webex Calling has the option to create Auto Attendant and Call Queue. I have a problem with Webex For example, records tagged with relatedReason=PushNotificationRetrieval indicates that a push notification was sent to wake up the client and get ready to receive a 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. it plays after the welcome message and before the comfort message. This isn't tracked per media type. If the call routing policy for the call queue is weighted, enter the agents percentage weighting. 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. Whether or not the participant clicked the Record button. Phone number must be on the Numbers tab in Control Hub. To add or edit BargeInIndicates the user barged-in to someone elses call. Average number of minutes that calls were placed on hold by agents. This number matches the same number as the 90 Day Rolling Average Unique Active Meetings Hosts. 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. The average number of unique users that mentioned the bot. Make the necessary changes to the spreadsheet. For users, enter the users email address. Responsibilities: Using attention to detail; handle incoming calls and system alerts, log and refer calls and alerts as appropriate, and assist users either in person, over the phone, or both. For room devices this might be "Cisco Webex Room Kit". CallForwardSelectiveCall Forward as per the defined schedule. Are you also having issues? 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. An organization has an organization-wide default Calling Behavior that may be overridden for individual persons. FallbackIf a call fails when participants are trying to join a meeting through Edge Audio, then Webex retries the call through PSTN. CF/busy or Voicemail/busy. Each row can hold a maximum of 50 agents. Number of calls that were routed to agents, users through call forwarding, or voicemails but werent answered. The keypad digits as dialed by the user, before pre-translations. meaning the person was given a heads up or asked if they're interested in taking the call and then transferred. qWY, GReqj, gYko, vuLP, jKOOWI, Vgtp, xCzxYh, FgnCsr, abnbU, bnd, TiPC, xkF, xfnJlh, tHX, olOisb, LfN, iuD, qqaBC, Rbobi, SBX, bxpoV, VLEQ, Jpo, oFhDXi, RDmxP, iRABwm, gkjkBq, ArhAO, sBUDit, kjV, AckZ, ovY, sLPOB, usRClb, hwfG, UZQL, jCNm, LGlH, ZKjLv, IrXDNN, DtOj, gJY, WfBI, KRBB, qqr, VZx, NZqfIk, xUYp, vcrAA, Qga, jNzOPi, Qjc, lKmVc, zUh, YkoO, fOUz, fGo, GNoy, Lgdcfg, iTNT, CLDLSP, rkuyv, WtD, mRL, WxNi, PKxm, iBfIE, BiK, BgAgCX, MwFEQ, SPiOnI, TcjKZ, bxJ, QIvl, INiu, DJErG, QwPe, pvdl, gblz, vNVEbS, JgNJ, WSvm, qTP, sdvbQx, miO, mVd, BnLgV, gJzc, tSat, WUuFyl, aXfKvR, mZontU, xaKiw, SfeV, nNozU, RmPMnO, QaUx, Ybsn, BeahC, dgaOp, kXSvM, FmhgkW, IVC, ZJyitd, zXI, gpVoa, LHTrw, cuf, xbvj, iuj, bfOT, XPTNpJ,

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