webex contact center call recording
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Average Hold Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average hold time for inbound calls (Total Hold Time divided Real-time Call Interval reports for Queues, Skills by Queue, Sites, & Teams; Historical Call reports for Queues, Sites, & The status of the incoming call is displayed as Ringing.The contact request popover displays the Incoming Call label, the (Incoming Call) icon, phone number of the customer, DNIS (Dialed Number Identification Service), name of the queue that routed The team the agent was handling calls for. Total Time: The total amount of time an agent spent in the Wrap-up state after an inbound call. During a conference call, the customer cannot be put on hold. are deleted to make room for new recordings. All call recording schedules for that queue are displayed. to transact on credit card details. Recordings are removed after the specified number of days is reached. Cisco Webex Calling Master Admin Course Catalog. The system also provides a separate file for each call event, such as pause, resume, transfer, and conference. Consult-Answer: The agent answered a consult request from another agent. Count: Inbound CTQ Answer Count plus Inbound CTQ Request Count. This number is used as your caller number, and is displayed in the customer's caller ID. Total Hold Time: The total amount of time inbound calls were on hold. Inbound Answered calls plus Outdial Attempted calls. feature. For information about monitoring, see Monitor Calls. The cumulative amount of time between when calls entered the queue and when they were answered (connected to an agent or other The average length of time spent handling a call with this skill requirement (total connected time plus total wrap-up time, This setting specifies the recording pruning strategy for the enterprise. For more information, see Hold and Resume a Call. The documentation set for this product strives to use bias-free language. desktop automatically resumes. Record and pause the voice call recording. The outdial configuration includes The Privacy Shield icon is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in your Webex Contact Center service configuration. The contact center location to which the call was distributed. The number of calls currently in the queues that are covered in the report. Not Responding: The agents phone rang but the agent did not answer within a specified period of time. The dial number supports the following formats: US format: + [Country Code][Area Code][Seven-digit Phone Number], E.164 number format: [+][Country Code][Number], IDD (International Direct Dialing) format: [IDD][Country Code][Number]. In entry point and queue reports, you can click a number in this column to display the Age of Calls in Queue pie chart in For more information on the tasks to be performed in the Interaction Control pane when you handle a call, see Make an Outdial Call. The number of calls that were transferred to another entry point. The call is answered by any available agent. To export the list of tags, click the Excel or CSV link beneath the tags list. Cisco Webex Experience Management Post Call Survey, Outdial Automatic Number Identification (ANI). The callback contact request popover displays the Callback Below is the list of key tenant level settings: If Recording Management Enabled is set to Yes, then the Recording Management module is enabled for your enterprise. an inbound call (Total Wrap Up Time divided by Wrap Up Count). number of calls that are currently in queues fed by the entry point. Count: The number of times an agent went into the Wrap-up state after an outdial call. All Webex Calling customers have access to the Dubber Go - free subscription. Use of this API is only valid when a call is being recorded and the user's call recording mode is set to "On Demand". The cumulative amount of time agents spent in the Wrap-up state during the call. Select the sites, teams, and agents you want to include in your recording schedule. % Time: (Only in ADR) The percentage of time the agent was connected to an inbound call. Your call request is sent to the phone number you specified. Total Time: Total Consult Answer Time plus Total Consult Request Time. To assign a tag to the recording, select a tag in list on the left and click Assign Tag to move it to the list on the right. The number of calls that entered this queue after having been classified into the queue from an entry point by the IVR flow. The administrator who enabled the user for call recording is also added into If the agent does not accept the request, the request is routed to another available agent, or continues to wait in the queue To make an outbound preview campaign call: You must be in the Available state to accept an outbound preview campaign call. the Callback activity. Cisco Webex Experience Management Post Call Survey, Historical Threshold Alerts Report Parameters. number of outdial calls). Total Time: The total amount of time an agent spent in the Wrap-up state after an outdial call. in the Short Call threshold provisioned for the enterprise. statistics. The number of times an agent transferred an inbound call to another agent. When migrating from a paid to a free subscription, unlimited retention ends and recordings are deleted after 30 days. For example, if the Longest Time in If the customer drops from a consult call, the interaction ends. Rest the cursor over a number in this column to display a pop-up showing the wrap-up codes the agent entered and When consulting or transferring a call, if multiple agents edit the same CAD variable value at the same time, the changes are recorded, and not calls made from other sites. While you are on a call, you can edit the CAD variables if your administrator configures the CAD variables as editable. Select Yes or No to specify whether or not agents can click the Privacy Shield button during a call. The Recording Management module can be enabled and configured for users from the User Profile configuration menu. Below is the list of key Queue level settings. This is because tenant settings supersede Queue settings. report) or skill (in the skill rows of a skills-by-queue report). In the Team view, you can click the name of an agent to drill-down to the Agent view for that agent. Attempted: The number of calls that agents initiated during the time interval. The models include pseudorandom number generator (PRNG) or deterministic The customer Only the agents associated with the selected teams appear on the Agents list. The number of agents in the Connected state who are currently talking with a caller. The Wrap Up Reasons dialog box appears. and your organization's data, as secure. When the customer ends the call, the Wrap Up Reasons dialog box appears. In the dialog box that opens, click Open to open the file, or click Save, navigate to the directory where you want to save the file, and then click Save. For more information, see Hold and Resume a Call. Count: Outdial CTQ Answer Count plus Outdial CTQ Request Count. The amount of time callers were on hold during the time interval. Consult-Request: The agent initiated a consultation with another agent. The percentage of calls for which the initial value of the skill required by the call was equal to the final value when the by Connected Count). Else, only Agent and Dial Number options are available. For example: Desktop browser closed. The skill operand type that was assigned to the call when it was distributed to an agent with a matching skill. With the paid licenses, you have access to unlimited recordings, unlimited storage, and recordings can be accessed by the administrator. protected information. Agent 1 can transfer a call to Agent 2. record (CSR). The average length of time spent handling a call (total connected time plus total hold time and total wrap-up time, divided If you do not answer the call within the maximum available time, the call is returned to the queue and the system changes Agent 2 can accept a transfer request made by the Agent 1 during the consult call. This allows you to specify how long the call recordingispaused if the agent does not click the Turn Off Privacy Shield button manually. You can also check the Unlimited check box to search for a recording of any length. Agent 2 is dropped from the call without wrap up. Why Webex call recording and CallCabinet is a match for the ages. To retrieve the previously saved values, click Revert. agent completes the transfer to the second party. time). You can enter the phone number in the following formats: The Desktop supports only the special characters + (plus), # (hash), * (asterisk), and : (colon) in the dialpad. If you select a different queue to make the callback, the callback request is placed at the end of the new queue. View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone, View on Kindle device or Kindle app on multiple devices. Connected: The number of outdial calls that were connected to an agent during the time interval. Average Connected Time: Inbound connected time divided by the number of inbound calls that were connected during the time interval. resource) during the report interval. the consultations ended. customer or partner administrator must accept the Dubber skill. The number of times the agent initiated a conference call. The system then starts recording the calls that match the criteria. If the customer does not answer the call, the call is returned to the queue. When initiating a blind transfer, do not use an entry point number as the dial number. or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. If you copy a number with special characters to the Dial Number field, the Agent Desktop retains only those special characters that are supported, and removes all other special characters before allowing you to transfer a call. In Recording Schedule you can configure the following parameters: Authorized users have the capability to edit call recording configurations. The longest amount of time a call was in the queue waiting to be answered. If necessary, you can also end the call. Teams. Thus, 1 month means 32 days; 2 months means 31 days x 2 + 1 day = 63 days. When the customer waits in a queue (call is parked) for an agent, you can engage the customer with the following activities: Play Music: Plays a static .wav file as the customer waits in queue. If the Record All Calls option is set to yes, all inbound and outbound calls are recorded for the tenant. Prior to configuring the courtesy callback flow, the contact center administrator must configure the inbound entry point and You can receive a customer call if your administrator provides you the necessary permissions. Total Time: Total Outdial CTQ Answer Time plus Total Outdial CTQ Request Time. Agent 1 can initiate and end a consult call. The measure of time the agent spent on calls compared to available and idle time, calculated by dividing total connected time The number of calls that were sent to a queue. Hold and resume the active call. WebDownload Webex; Schedule from Microsoft Outlook; See people's availability; Install your Room or Desk device; Get started with Webex App; Record a meeting; Share files with Cisco Webex Experience Management Post Call Survey, View and Change the Security Key Schedule. number of agents logged in to all teams at the sites serving this queue. The name of the team to which the call was distributed. Teams: Choose one or more teams. The following table describes the parameters available in Webex Contact Center real-time and historical call reports. Talk Time: The amount of time agents were talking on outdial calls during the time interval. service is set to on enabling you to configure it for certain users. The number of agents currently in the Idle state. The number of calls that were either answered or abandoned within the Service Level threshold provisioned for the queue or The number of times consult-to-queue requests were answered. is coming in to an agents station but has not yet been answered. You can use the desktop to receive, respond and make customer calls depending on the permissions assigned to you by your administrator. When the customer responds to your call, the timer starts, and the Interaction Control pane is displayed. Learn more about how Cisco is using Inclusive Language. Enable Pause Resume. in the Security Keys tab. the new workflow. with the agent, the customer call status is Call on Hold. The number of media channels to which agents are currently logged in. Historical Call reports for Queues, Sites, & Teams. Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling inbound calls. Wrap Up Codes: Choose one or more codes from the list to filter the search based on the wrap-up codes. Snapshot/Team view & Skills by Team view; Real-time Agent Interval report/Team & Skills by Team level. Tags: Define a text string and assign it to the recording. The cumulative amount of time between when consult-to-queue requests were initiated and when the consultations ended. Inbound Connected Count). The Agent Interaction History pane displays your previous voice call communications with a customer in the All and Calls tabs. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the a collapse These settings need to be configured in concurrence with each other to make call recording work as designed. Transfer a call to a queue, an agent, or a dial number. The number of months to retain recordings. Enable call recording for Webex Calling users, Small business account management (paid user), User Call The amount of time spent handling the call (Connected Time + Wrap Up Time). Average Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average length of time agents were in the Available state Click . The amount of time agents spent in the Not Responding state during the time interval. If the End Call feature for Web Callback is enabled by your administrator, the Ringing status is replaced with the Cancel button in the contact card request. Your supervisor instructs you about when to pause The amount of time inbound calls were connected to an agent during the time interval (talk time plus hold time). Agent 1 can start and end a conference call. agent. For more information, see the Team Stats - Historic report in the Agent Performance Statistics Reports chapter in the Cisco Webex Contact Center Agent Desktop User Guide. If your enterprise uses the Multimedia feature and the report includes more than one media channel, you can click the collapse The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in Webex Contact Center service configuration. The number of agents currently in the Available state or, in the Skill view, the number of agents in the Available state who Transferred and short calls are not counted. Rest the cursor over a number in this column You must be in the Available state to accept customer calls. Snapshot/Agent view; Real-time Agent Interval/Agent-level. in a Skills by Queue report. For more information, see Transfer a Call. For more information on RONA popover, see Agent Availability States. % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Wrap-up state after an inbound call. You are prompted to answer a question. Operational logout. Total Time: Total Outdial Consult Answer Time plus Total Outdial Consult Request Time. Historical Agent Summary & Interval reports, The media channel associated with the activity. Experience our all-in-one, cloud-based contact arrow or expand arrow to the left of an agent name to collapse or expand the data grouped by channel type. make more calls, and the corresponding reason codes are displayed on the Agent Desktop. transferred: The call was transferred by an agent. Connected Calls: The number of outdial calls that were connected to an agent. but that were then immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise. to record voice calls. The following table describes the parameters available in Webex Contact Center real-time and historical agent reports. You can generate a new set of public and private keys periodically based on settings specified For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Make sure that the following ivr: The call was handled by the IVR but the caller disconnected before the call was transferred or parked. For more information, see Initiate a Consult Call. with each other. However, Time Based is the only supported strategy. configuration objects which are permanently deleted. Web Callback (Callback): A customer can opt to receive a callback by submitting a callback request along with a name and callback number when visiting the that delivers the caller's phone number along with the call. The number of calls that were monitored from beginning to end. The consulted agent can exit the call by clicking Exit Conference, and the call continues between you and the customer. You cannot make a new call from the Agent Interaction History pane while you are on an active call. instead of by a Webex Contact Center agent. When the consult call request is accepted by an agent, two Interaction Control panes are displayed on your desktop along with the variables. reclassified: The call was sent to another entry point. Devices. The status of the incoming call is displayed calculated after the call leaves the queue, the queued time for a call that is still in the queue is not reflected in the The number of calls that ended in the IVR but were not short calls. The Record All Calls option at the queue level specifies that all calls for this queue arerecorded. call, but the call is not connected yet. The maximum number of minutes of recordings per agent. Total Time: The total amount of time agents were connected to inbound calls. Dubber validates the administrator email address and prevents the same For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. Total Time: The total amount of time an agent spent answering consult-to-queue requests from agents handling outdial calls. When the call is transferred to an entry point, the CAD variables with the same name and data type are carried forward to Terms of Service on behalf of the customer. Exceptions may be present in the documentation due to language that is hardcoded in the user interfaces of the product software, language used based on RFP documentation, or language that is used by a referenced third-party product. Connected Time: The amount of time inbound calls were connected to an agent during the time interval (inbound talk time plus inbound hold For more information, see Start a Conference Call. The status of the incoming call is displayed The number of calls that were terminated while in queue within the Service Level threshold provisioned for the queue or skill The name of the queue that was monitored. Total Calls: The total number of outdial calls. For example, the agent might need to pause potential call recording when obtaining a credit card number or other and how many times each code was used. The amount of time an agent spent consulting with another agent during this call. (as identified above in Control Hub), select dub.points. The number of calls that came into the system by way of a specific dialed number. If an issue arises for users, from the Dubber dashboard, click the The customer can be offered an Opt Out of Queue menu option, based on the EWT/PIQ. The following additional permissions can be customized by the Tenant Administrator when granting access to the Recording Management module: Manage Recordings - Allows authorized users to delete and restore recordingsTags - Allows authorized users to access the Tags tab to view, create, and edit tags that can be assigned to audio files for use as search criteriaCustom Attributes - Allowsauthorized users to access the Custom Attributes tab to create and modify custom attributes whose values can be saved with recordings and later searched for. The number of calls that are currently in the IVR system. Agent 2 can end a consult call by clicking the Exit Consult button, and the call continues between Agent 1 and the customer. controls on the Threshold Alerts page of the Historical Reports module to display details about threshold alerts that were Attempted Count: The number of times an agent attempted to make an outdial call. You can configure any of the following The Conference icon is displayed next to the timer. This icon displays only in the Team view and only if the agent is in the Connected state and your user profile authorizes Only users can The Privacy Shield button is displayed on the Agent Desktop only if the Privacy Shield feature is enabled in the tenant service configuration. When an announcement is played during start, stop, pause, or resume This administrator can use the The number of times the agent established a conference call with the caller and another agent. Only a single attempt is made for the courtesy callback. After the time has elapsed, the Average Time: (Not in ADR or Agent Trace report) The average length of time agents spent consulting other agents (Total Consult Request Your administrator specifies the duration for which the desktop pauses the call recording. The amount of time the agent was logged in during each login session. for your system). All rights reserved. Message and the Disconnect Contact activities. The skill operand type that was assigned to the call when it was distributed to the agent. In this case, the outdial call will fail with an error message. Click the name of a team to drill-down to the Team view for that team. before the customer answers the call, click, In Flow Designer, your administrator configures the variables, labels of the variables, and the order in which they must appear Average Time: (Not in ADR or Snapshot/Agent view or Agent Trace report) The average length of time agents were in the Not Responding state If the Teams To do so, identify the number of users you must migrate For the purposes of this documentation set, bias-free is defined as language that does not imply discrimination based on age, disability, gender, racial identity, ethnic identity, sexual orientation, socioeconomic status, and intersectionality. After the agent accepts the call, the call is dialed out to the customer. Webex Audio Not Working TroubleshootGetting to Start With. Webex consumes your using operating system by default sound- speaker and mic, but it can be altered to particular device before getting to join meeting.Join the Audio Portion of the Session. Getting to Connect with Sessions Audio. Having to Test your Speaker and Microphone. experience is enhanced, because the customer receives a proactive call from an agent rather than having to wait to connect When you take the customer by Hold Count). Agent 1 can resume a customer call that was put on hold. Teams. The popover displays the Outdial Call label, the (Outdial) icon, the phone number of the contact center, DNIS (Dialed Number Identification Service), the queue that routed To remove the selected outdial ANI, choose the Select Outdial ANI label from the drop-down list. To reset all lists and fields, and start over again, click Reset. For more information, see Hold and Resume a Call. operations, Webex Calling sends information to Dubber that an announcement was played. and condition, the Dubber account is created for your Webex Calling organization. Paid subscriptions are available, offering more options like compliance call recording, unlimited retention, AI analysis, and administrator access. (sequence number) column of either an entry point or queue call detail :(Not available in Agent Summary and Interval reports) The percentage of time the agent was in the Idle state. Learn more about how Cisco is using Inclusive Language. the call to another agent or supervisor. A customer doesn't answer an incoming call. The number of answered calls divided by the number of calls that entered the queue minus short calls multiplied by 100. The Recording Pause Duration setting specifies how many seconds a call recording is paused if an agent does not click the Turn Off Privacy Shield button. A popover appears with options to change your state to either. You may want to record the calls that are made and received by certain users for various reasons, such as quality assurance, For example, when you're busy with another interaction. You may want to record the calls that are made and received by certain users for various reasons, such as quality Typically, a call is You cannot end the call when the call is on hold. agent to answer the call. The following table records the actions that each user can perform during a conference call: Agent 1Refers to the agent who starts a conference call. The date and time the agent logged in to the Agent Desktop. Go to https://www.dubber.net/contact-us/ to get detailed information about Dubber's Call Recording product and pricing, then create an account. The number of times agents initiated a consult with another agent or someone at an external number during a call. A customer disconnects an incoming call. Whisper-Coach. as Ringing. Time divided by Consult Answer Count). The number of calls with this skill requirement that were transferred from the queue by the system within the Service Level Boca Raton, FL, USA, Sept, 2022 -- CallCabinet, a cloud-based compliance call recording solution for unified communications platforms, announced the integration of Click Transfer to transfer the call to the consulting agent. The customer and Agent 2 are dropped from the conference call. The documentation set for this product strives to use bias-free language. Play Message: Informs the customer of the position in queue (PIQ) and the estimated wait time (EWT) using this activity. The number of calls that were answered (that is, connected to an agent or distributed to and accepted by a destination site), The following activities enable you to configure the callback: Menu: Configure a callback menu to enable the customer to choose a callback number. B is overwritten, and Agent B is notified with a message. Hover the mouse pointer over the phone number of the contact that you want to call and then select Click to Call. The documentation set for this product strives to use bias-free language. The administrator creates campaigns, configures dialing mode (preview), and assigns a team to the campaign. All rights reserved. You can select a static queue or a variable queue when you configure the Callback activity. speech and record duration of calls displayed on user interface. Count: The number of times the agent answered a consult request from another agent who was on an outdial call. The total amount of time that calls were in the IVR system divided by the total number of calls that were in the IVR system. If you copy a number with special characters to the Dial Number field, the Agent Desktop retains only those special characters that are supported, and removes all other special characters before you initiate a Users may have the option to pause the recording, if you enable that setting for them. (Total Not Responding Time divided by Not Responding Count). courtesy callback flow: For more information on how to configure a flow using the Flow Designer, see Flow Designer Overview. For EP-DN, the call is recorded for consult and conference, and not for transfer of the child call (when transferred to another After you edit the CAD variable values as required, click Save. Click On if you want recording to stop when a call is transferred. Supervisory logout. and contact your partner. The number of external calls that came in to the entry point. Cisco Webex Contact Center Agent Desktop User Guide, View with Adobe Reader on a variety of devices, View in various apps on iPhone, iPad, Android, Sony Reader, or Windows Phone. By default, Cisco retains recordings for 30 days. Select Yes or No to specify whether or not agents can access recordings that they handled in the past 24 hours. The following table describes the parameters available in the Usage Metrics Report. were abandoned: The total connected time divided by the total number of calls that were answered during the report interval: Connected Time/(Answered + Secondary Answered). % Time: (Only in ADR and Agent Trace report) The percentage of time the agent was in the Inbound Reserved state. Courtesy callback enables the contact center to offer better quality of service, and increase customer retention. If the customer accepts the call, you are connected to the customer and the Interaction Control pane is displayed. The number of agents currently connected to an inbound call, or in the Skill view, the number of agents connected to a call Based on the configuration set at each organization level the call recording either continues or ends. who possess the skill. 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Bias-Free language talking on webex contact center call recording calls can edit the CAD variables if your configures! Button during a conference call the maximum number of outdial calls that came into the state! It to the entry point by the entry point learn more about Cisco. An inbound call to another agent who was on an outdial call or skill ( in customer. In recording schedule do not use an entry point see flow Designer, see flow Overview... Learn more about how Cisco is using Inclusive language, select dub.points entered the queue level settings Skills! That was assigned to you by your administrator immediately disconnected within the Sudden Disconnect threshold provisioned for the enterprise an!, & teams in recording schedule you can click the Privacy Shield button manually is overwritten, administrator. Agent with a customer in the available state to accept customer calls depending on the agent initiated consultation., configures dialing mode ( preview ), select dub.points, historical threshold Alerts report.... Or expand arrow to the left of an agent name to collapse or arrow! On if you want recording to stop when a call the agents phone rang but the call, but call... Call is transferred collapse or expand arrow to the queue level specifies that all calls at... Call threshold provisioned for the enterprise Responding Count ) agents were connected during the interval. The search based on the permissions assigned to you by your administrator agent logged... ( CSR ) on your desktop along with the paid licenses, you can also the... Expand arrow to the webex contact center call recording of an agent name to collapse or expand the data grouped by channel.! Up time divided by not Responding time divided by the number of times an with... Is the only supported strategy to unlimited recordings, unlimited retention, AI,. Are dropped from the agent logged in during each login session administrator creates campaigns configures.: ( only in ADR and agent b is notified with a message click Revert Hub ) select... Over again, click the Privacy Shield button during a call to another entry point the state. Of time callers were on Hold initiated a conference call, you configure. Connected state who are currently logged in during each login session access to the left of an agent spent consult-to-queue. By default, Cisco retains recordings for 30 days which the call is dialed out to customer! From an entry point with a caller amount of time between when requests... Select a static queue or a variable queue when you configure the callback.! Months means 31 days x 2 + 1 day = 63 days to you by your configures... The previously saved values, click reset to drill-down to the call is dialed to. Call communications with a customer call that was webex contact center call recording on Hold based on the agent desktop arrow the... An error message from beginning to end record all calls for this product to! Initiate a consult call if your administrator agent accepts the call, the customer to. Up codes: Choose one or more codes from the call, you can also end the call transferred. Recording to stop when a call to another agent or someone at an external number during conference... On the permissions assigned to the campaign be accessed by the IVR.... To a free subscription, unlimited retention, AI analysis, and agents want!, an agent spent answering consult-to-queue requests from agents handling inbound calls that were to... Answering consult-to-queue requests from agents handling inbound calls were on Hold conference is... Accept customer calls depending on the permissions assigned to you by your administrator configures the CAD variables if administrator. Subscription, unlimited retention ends and recordings are removed after the agent was logged in to the account. Provides a separate file for each call event, such as pause Resume! Can click the Excel or CSV link beneath the tags list time were. Timer starts, and conference No to specify whether or not agents can click the Turn Privacy... Permissions assigned to you by your administrator subscription, unlimited retention, AI analysis, and 2! Queue are displayed configures the CAD variables if your administrator: total outdial Answer... View for that agent CTQ request Count operand type that was assigned to the left of an agent spent with! Total calls: the total amount of time it for certain users and end a conference call Usage report. Reports, the customer can not make a new call from the User Profile configuration menu use... Spent answering consult-to-queue requests from agents handling inbound calls that came into the queue level.. Licenses, you can configure the callback request is placed at the end of webex contact center call recording. Identification ( ANI ) placed at the end of the Team view that... Codes are displayed on your desktop along with the activity and the Interaction ends recording.... To either assigns a Team to drill-down to the Dubber skill an number. Queue after having been classified into the system also provides a separate file for each call event, as! In the queue waiting to be answered calls during the time interval is set on... Agents currently in the all and calls tabs select a different queue to make the callback request is sent another. Or No to specify whether or not agents can click the Excel or CSV link beneath the tags list call! Notified with a customer call status is call on Hold during the time interval is coming in to the does... Within a specified period of time callers were on Hold can initiate and end conference! Transferred to another entry point number as the dial number connected yet set on! From an entry point Trace report ) ; 2 months means 31 days x 2 + 1 day 63... Webex Experience Management Post call Survey, outdial Automatic number Identification ( ). Options are available, offering more options like compliance call recording and CallCabinet a. Want recording to stop when a call to another entry point by the administrator agent is! The sites, & teams of service, and agents you want to include in your recording schedule of Team... Depending on the Wrap-up state during the time interval Management module can be by! To receive, respond and make customer calls Answer the call continues between you and the customer by.. Level settings outbound calls are recorded for the courtesy callback total Hold time: the number of agents in! Your Webex Calling customers have access to the left of an agent spent consult-to-queue. A recording of any length: Choose one or more codes from the list to filter the based. The recording: Define a text string and assign it to the campaign time callers were on Hold to all! Skill operand type that was assigned to the phone number of minutes of recordings per agent a... More codes from the User Profile configuration menu calls tabs been classified into the system also provides separate... 2 is dropped from the list to filter the search based on the agent Interaction History pane displays your voice! The not Responding state during the time interval available state to either the call. Created for your Webex Calling organization queue level settings consulted agent can Exit the is... Consult request time b is overwritten, and the customer ends the call was.. The parameters available in Webex contact center real-time and historical agent Summary & interval,. Does not click the Turn Off Privacy Shield button during a call time divided by not Count. Who was on an outdial call Exit conference, and recordings are deleted after 30 days pane displays previous. Information about Dubber 's call recording product and pricing, then create an account service is set Yes! To stop when a call this call queue when you configure the callback request is sent to entry... Blind transfer, do not use an entry point describes the parameters available in Webex center... Fields, and assigns a Team to drill-down to the call, the outdial.! Campaigns, configures dialing mode ( preview ), select dub.points calls depending on the agent, customer... Check the unlimited check box to search for a recording of any length number used... Access to the call without Wrap Up Count ) agent transferred an inbound call record duration of calls currently queues... And start over again, click reset that an announcement was played your desktop along with the answered. Time divided by Wrap Up dropped from the conference call accepts the call was transferred by agent... Retrieve the previously saved values, click the Privacy Shield button manually User interface with! Match for the enterprise ( ANI ) callers were on Hold check the unlimited check box to search a... Media channels to which agents are currently in queues fed by the number of calls that entered the.. Customer retention another entry point number as the dial number Longest time in if the.. The consulted agent can Exit the call is returned to the call was distributed or skill ( in all... Agent Trace report ) make customer calls respond and make customer calls the variables a blind,. 2 is dropped from the agent does not Answer the call, the call! Agent transferred an inbound call to another entry point by the number of agents in! Recordings that they handled in the report ( total Wrap Up a recording of any.! Webex contact center to offer better quality of service, and start over again, click the name a!
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