Webex Contact Center - Analyzer Reporting

Webex Contact Center Analyzer is an analytics and reporting tool that provides real-time and historical data to help supervisors, managers, and administrators evaluate and optimize contact center performance.

Accessing Analyzer

Option 1 - Via Control Hub:

1. Navigate to https://admin.webex.com/ and sign in.
2. In the left navigation, select Contact Center -> Overview.

3. Click on the Analyzer link on the Overview page.

Option 2 - Direct URL:

Navigate directly using this direct link.

Analyzer Navigation / Overview

When you first log in to Analyzer, you will arrive at the home page. The page displays four repository tiles containing summaries of all session and activity data captured for both agents and customers. You can expand a repository tile by clicking its More details button to display data for Today, Yesterday, This Week, Last Week, This Month, and Last Month.​​​​​

Webex Analyzer mines real-time and historical data to generate specific business views. You can customize your Analyzer experience by creating dashboards that display your choice of visualizations and schedule the production of historical Visualizations for automatic distribution:

- Native Cloud reporting platform for Webex CC for Admins, Managers, and Supervisors.
- Out-of-box Historical and Real-time visualizations.
- Out-of-box Business Analytical insights.
- Dashboard Capabilities for single view of multiple Visualizations.
- Schedule Visualizations:

- Supports Chart & tabular Visualizations
- Export report as .CSV and Excel to do further analysis.
- Distribute via Excel, CSV, or link embedded in email.

Here is what each navigation element means:

- Home (location: Hamburger Menu ☰ ): Expand or collapse the left navigation menu; return to the home page.
- Visualizations (location: Left navigation pane): Access all folders and individual visualizations (reports). This is where Stock Reports and Custom Reports reside. 
- Dashboards (location: Left navigation pane): Access all folders and dashboards. Dashboards are groupings of multiple visualizations.
- Variables (location: Left navigation pane): View and manage system and custom variables created in Analyzer (not to be confused with flow or global variables).
- Repositories (location: Home page tiles): Five primary data repositories: AAR, ASR, CAR, CSR, and QR.
- Threshold Alerts (location: Bell icon 🔔 in title bar): View real-time and historical threshold alerts. Unread alerts appear highlighted in red.
- Time Zone (location: Title bar): Toggle between Browser and Tenant time zone for report data.
- User Menu (location: Top-right corner): Access Support, Feedback, Help (Analyzer User Guide), and Log Out.

5 Data Repositories which support real-time and historical reporting:

- Agent Activity Records (AAR): Represents an atomic step in the agent workflow, multiple rows per agent session (logon).
- Agent Session Records (ASR): Represents the agent workflow, consisting of a sequence of agent activities, single row per sessoin (logon).
- Customer Activity Records (CAR): Represents an atomic step in the customer workflow, multiple rows for each call.
- Customer Session Records (CSR): Represents the customer workflow, consisting of a sequence of customer activities, single row per call.
- Queue Records (QR): Lists the standard fields and measures aggregated at Queue level, single row per queue per call.

Running Stock Visualizations (Reports)

Stock reports are pre-built, out-of-the-box visualizations provided by Cisco. They are organized into four categories. Stock reports are read-only but can be copied to a custom folder for editing. Follow these steps:

1. Navigate to Visualization -> Stock Visualizations.
2. Double-click to Select a folder for your Department or Stock Visualizations:

- Business Metrics - high-level summary cards and usage information.
- Historical Visualizations - Data from today and prior.
- Real-Time - Data from the start of the current day up to the most recent snapshot.
- Transition Visualizations - Provides familiar reporting experience from UCCX.

3. Select a report category folder from what is available within the selected folder. In the following example, we have selected the Historical Visualizations folder. 

4. Hover over the report you wish to run. Three dots will appear in the top-right corner of the report thumbnails. Click to expand a menu with various options. Select Run.

5. Your report will appear in a new window.
6. Use the filter panel to refine results by Queue, Team, Agent, Entry Point, or Date Range.
7. After applying filters, click Apply or Refresh to update the visualization.

Dashboards

Dashboards are collections of visualizations displayed together on a single page. They allow supervisors to see multiple reports at a glance without switching between individual visualizations. Importantly, while you cannot combine data from different repositories into a single visualization, you CAN create a dashboard that includes visualizations from different repositories. Start by choosing the dashboard from the Navigation bar (left side panel). The Dashboard folder structure uses the same structure created under Visualizations.

For Stock Dashboards:

1. Choose Stock Visualizations.
2. Select a folder: Business Metrics, Historical Visualizations, Real-Time, or Transition Visualizations. You may also use the search bar to look for a dashboard by name.

Note: As a best practice, you should consider creating a Dashboard Visualizations folder under Visualizations and only populate the folder with Visualizations you will place on a Dashboard. This allows isolation from changes to other Visualizations you've created for your department that might be inadvertently changed in day-to-day operations.

To create a new dashboard:

1. Click Create New in the upper-left corner.

2. Select Dashboard from the drop-down.
3. Drag and drop Visualizations from the left side to the dashboard template on the right.

4. To reposition a visualization, drag it to a new location on the screen.
5. To resize a visualization, drag its edge or corner, or use the Formatting panel to set Width and Height.
6. To format a visualization, select the Formatting panel and choose the visualization from the dropdown.
7. When the dashboard is complete, click Save.
8. Use the Preview button to preview the layout before finalizing.

If you need to delete an existing dashboard, select the Delete button.

Scheduler

The Job Scheduler will allow the user to schedule and share the visualization with as many people as they want via na automated email job. This is ideal for daily, weekly, or monthly reports that supervisors need on a regular basis. Advantages of the scheduler include:

- Send visualizations periodically, on a recurring basis OR just one time (ad-hoc).
- Select the date, time, time zone, and the recipients of the visualization.
- Complete the Subject and Message portion of the email and give the job a name and description (description is optional).
- Output formats for visualizations:

- Excel file
- .CSV file
- Link

To set up a visualization in scheduler:

1. Return to your visualization page.
2. Click the three dots on the visualization you would like to schedule.
3. Choose Schedule Job.

4. Fill out the fields in the scheduler form: 

- Job Name: A name to identify this scheduled job.
- Description: Optional.
- Start Date and Time: When to first run and send the report.
- Time Zone: Select the appropriate time zone.
- Email: Enter recipient email addresses (use commas to separate multiple addresses).
- Subject: Email subject line.
- Message: Optional message to include in the body of the email.
- Output Format: Select Excel or CSV (Selection will be sent as an email attachment).

5. To set a recurring schedule, click Add Recurrence and configure:

- Recurrence pattern (Daily, Weekly, Monthly, Yearly).
- Day(s) of the week (for weekly).
- End date or number of occurrences.
- Click OK when finished.

6. Click Save to finalize the scheduled job.

Duration Intervals

Analyzer supports reporting for up to 13 months for the current date. The duration limit applies to all Visualizations supported by Analyzer. Here are the available durations and intervals supported:

- Today, Yesterday: 15 minutes, 30 minutes, Hourly, Daily.
- This Week, Last Week, Last 7 Days: 30 minutes, Hourly, Daily.
- This Month, Last Month: Daily, Weekly.
- This Year: Daily, Weekly, Monthly.
- Custom: Determined by the date range selected. If the date difference is 1 day or less, intervals follow the 'Today' rules. 2-7 days follow 'This Week' rules. 8-31 days follow 'This Month' rules. More than 31 days follow 'This Year' rules.

Threshold Alerts

Authorized users can create a rule to monitor for specific events by specifying thresholds for call and agent metrics. Follow these steps:

1. Click New Threshold Rule.

2. Add name and descriptions for the rule.
3. Choose your Entity Type. 

4. Select Agent Threshold or Call Threshold.
5. Select Entity for Rule from drop-down.

6. Select Metric from drop-down options and complete the formula for triggers.

7. Finally, you will identify the recipients of your alerts. 

8. Click Save.

To copy, edit, make inactive, or delete a threshold rule, click the ellipsis button next to the rule.

Available call metric thresholds:

- Abandoned Calls (entity type: Queue, trigger value type: Count)
- Average Queue Time (entity type: Queue, trigger value type: Duration)
- Average Speed of Answer (entity type: Queue, trigger value type: Duration)
- Blind Transferred Calls (entity type: Queue, trigger value type: Count)
- IVR Calls (entity type: Entry Point, trigger value type: Count)
- Longest Time in Queue (entity type: Queue, trigger value type: Duration)
- Number of Calls in Queue (entity type: Queue, trigger value type: Count)
- Overflow Calls (entity type: Queue, trigger value type: Count)
- Service Level Threshold (entity type: Queue, trigger value type: Percentage)
- Short calls (entity type: Entry Point, trigger value type: Count)
- Transferred Calls (entity type: Queue, trigger value type: Count)

Available agent metric thresholds:

- Available Agents (entity type: Site or Team, trigger value type: Count)
- Connected Agents (entity type: Site or Team, trigger value type: Count)
- IB Average Handle Time (entity type: Site or Team, trigger value type: Duration)
- Idle Agents (entity type: Site or Team, trigger value type: Count)
- Not Responding Agents (entity type: Site or Team, trigger value type: Count)
- Number of Agents in Outdial (entity type: Site or Team, trigger value type: Count)
- Number of Logged in Agents (entity type: Site or Team, trigger value type: Count)
- OB Average Handle Time (entity type: Site or Team, trigger value type: Duration)
- Occupancy (entity type: Site or Team, trigger value type: Percentage)

Customizing Stock Visualizations

Stock visualizations are read-only, but you can create an editable copy. 

To copy and customize a stock report: 

1. Hover over the report and click the three-dot menu. 
2. Select Create a Copy.

3. The Analyze editor opens. Click Save As to save a copy.

4. Navigate to the desired folder, name the visualization (default is "Copy of <Report Name>"), and click OK.

5. Your copy is now saved and editable.

Customization Options:

- Show/Hide columns: Right-click a gray (hidden) column variable and select Show/Hide.

- Edit default Start Time and Interval - Use the Modules panel.

- Add or edit filters - Click the pencil icon in the lower-left. Drag fields into the filter area and set values. Use "In" or "Not In" radio buttons to include or exclude values.

- Add custom formula columns - In the Profile Variables tab, click Add Formula. Select a measure, choose an aggregate type (SUM, COUNT, etc.) and click Insert Fields. You can type the tag for aggregation as well, i.e. <SUM>, and then enter a double-quote character to bring up all measures available for aggregation. Name your formula and click OK.

- Preview changes - Click Preview. Select Yes to save when prompted.

Common Tasks Quick Reference

Please call the IT Help Desk at 573-882-5000, email at techsupport@missouri.edu, or you can start a chat with an agent by selecting the speech bubble icon in the lower-right corner of the screen on this site. You may also use the Division of IT Client Portal to view a comprehensive list of DoIT resources and contact methods.