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Data Types and Repositories

Data Types and Repositories

 

Table of Contents

Overview of Lab:

Now that you have a grasp on some of the basics of building and modifying reports, lets take a look at the four data types available in the system.

 

This lab will review the following concepts and information:

  • CSR - Customer Session Record

  • CAR - Customer Activity Record

  • ASR - Agent Session Record

  • AAR - Agent Activity Record

Introduction

Outcomes

By the end of this lab you will be able to understand the differences and intersections between these data types and how to properly choose which data type to use for custom report building:

  • CSR - Customer Session Record

  • CAR - Customer Activity Record

  • ASR - Agent Session Record

  • AAR - Agent Activity Record

Requirements

List the requirements needed to complete the lab

  • Access to

    • Control Hub

    • Webex Contact Center Management Portal

    • Analyzer

  • Administrator or supervisor permissions

  • A basic understanding of Webex Contact Center’s Analyzer tool

Quick Links

List any links that might be helpful

Lab

  1. CSR - Customer Session Record (High Level Overview)

    1. Scenario: You want to see a high level breakdown of calls that your team handled for the week. You only need the following data: contact session ID, agent who handled the call, timestamp, queue name, and ANI (callers number). This would be a perfect use for the CSR report type as it allows you to view call data at a high level.

      1. Navigate to the report “CSR - Historical VT“:

        1. Click on the 3 dots at the upper right of the report and click edit.

        2. Change the dropdown at the top left to this week.

          2024-06-17_14h35_07.png

           

        3. At the bottom left click on the filter button, search for queue next to the magnifying glass and drag final queue over into the area with the + symbol, then in the field go ahead and select the queue you want to see data for.

          image-20240617-205311.png

        4. Go ahead and save the report and preview it and look through the data. You should see one line per call session that gives an overview of each call that was handled that week. Double click one of the contact session ID’s to copy it for the next step.

  2. CAR - Customer Activity Record (Granular Report Showing All Details)

    1. Scenario: You had a caller complain about an abnormally long wait time when calling into a queue who usually answers calls within 3-5 minutes. You have the Contact Session ID from when you found the call in a CSR and want to see the breakdown of every step the caller took through the system to see why the wait was so long. The CAR Report would be best for this case as it shows every step from the time the caller hits the system up until termination.

      1. Navigate to the report “CAR - Historical VT“:

        1. Click on the 3 dots at the upper right of the report and click edit.

        2. Change the filter to this month, add a filter for contact session ID, then paste the contact session ID from the CSR.

          image-20240617-212440.png

           

        3. Go ahead and save then preview the report. Notice how it is all the same call with the same session ID, but it is broken down in to each step the call took from start to finish.

  3. ASR - Agent Session Record (High Level Overview)

    1. Scenario: Your agents should have all started their day an hour before you are to run reports. You want to see the login timestamps of all the agents on your team. An ASR would be the perfect report to run for the day that would show you all the agents on your team and the time they logged into the system. (Keep in mind if they logged out then back in, it will show another entry for each time they login)

      1. Navigate to the report “ASR - Historical VT“:

        1. Click on the 3 dots at the upper right of the report and click edit.

        2. Filter the report for Today and add a filter on the report for your team name.

          image-20240627-141502.png

        3. Click save on the filter, then click save at the top left of the visualization and save again.

          image-20240627-141743.png

        4. Then click preview.

          image-20240627-141838.png

  4. AAR - Agent Activity Report (Granular Report Showing All Details)

    1. Scenario: Your team of 5 is complaining that only 4 of the 5 agents have been taking calls. You pulled up a ASR and see that all 5 agents have been logged in since 8AM. You want to see the agent in questions idle states for the day and how much time they have spent in available. An AAR would be the best report to run as it will show every idle code change from login to logout. You will be able to see how much time the agents spend available vs. idle and also which idle codes they are using.

      1. Navigate to the report “AAR - Historical VT“:

        1. Click on the 3 dots at the upper right of the report and click edit.

        2. Filter the report for Today and add a filter on the report for your team name.

          image-20240627-141502.png

        3. Click save on the filter, then click save at the top left of the visualization and save again.

          image-20240627-141743.png

        4. Then click preview.

          image-20240627-141838.png

        5. Notice the filters are the same as the ASR but you get a far more in depth breakdown of all the agents states throughout the day. This allows you to see if an agent is going into an idle state excessively.

Assignment (Copy into word doc)

  1. Make a call from your cellphone into the system until you connect with an agent.

    1. Go to a CSR and find the call. Who handled your call? What time did the call come into the system? What time did the call end/leave the system?

      1.  

      2.  

      3.  

    2. Go to a CAR. At what time was the call queued up? How many agents was the call offered to?

      1.  

      2.  

    3. Go to an AAR. How long was the agent available before they handled your call?

      1.  

    4. Go to an ASR. What was the agents DN?

      1.