Administrator/Troubleshooting Training

Owned by Daniel Spencer
Last updated: Sept 20, 2024
4 min read

Table of Contents

Overview of Lab:

This lab is dedicated to the different reports that are available stock, whether placed by CXAS or created by Cisco. There are many report tools available in Analyzer that can help debug if not discover issues that are present in a tenant. Please note that these reports can and will be updated and the documentation will be attempted to remain relevant to the current reports. Please contact support@cxsol.com if you have any questions.

Introduction

Outcomes

We will be reviewing the following report structures:

  1. CXAS - Troubleshooting reports

  2. CXAS - RONA reports

  3. Abandoned reports

  4. Agent and call avoidance behavior

  5. Call-specific reports

Requirements

List the requirements needed to complete the lab

  • Access to

    • Control Hub

    • Webex Contact Center Management Portal

    • Analyzer

  • Administrator or supervisor permissions for Webex Contact Center

  • Intermediate understanding of Webex Contact Center operations

  • Intermediate/Advanced skills at reviewing data fields and values

  • Intermediate/Advanced understanding of the relationships and differences of report types

Quick Links

List any links that might be helpful

Lab

Part 1: Overview of Reporting in Webex Contact Center

Part 2: CXAS Reports

  • Description of CXAS Reports

    • Custom reports tailored by CXAS for specific business needs.

    • Advanced analytics and insights beyond standard offerings.

  • Key CXAS Reports

    • Custom Agent Performance Reports

      • Agent States

      • Agents Logged In

      • Agent Detail Report

      • Agent Details

      • Agent Idle Auxiliary

    • Queue Performance Reports

      • Queue Abandoned

      • Queue Service Level

    • Custom RONA (Route On No Answer) Reports

      • RONA - Declined Error Valid

      • RONA - Declined

      • RONA - Instant Error

      • RONA - Valid

  • Accessing CXAS Reports

    • Accessing CXAS reports in the Webex Contact Center Analyzer.

    • Navigate under Visualizations to the “CXAS” folder which contains the reports

  • Interpreting data and metrics

    • These reports contain metrics that provide admins and supervisors an easy-to-review method of Contact Center reports. When debugging issues such as RONA or agent availability they can help identify any patterns or common issues across your tenant. Take time to review these reports as well as the description provided on the Templates Reports Page.

Part 3: Cisco Stock Reports

  • Description of Cisco Stock Reports

    • Standardized reports provided by Cisco.

    • Comprehensive data on various aspects of call center performance.

  • Key Cisco Stock Reports

    • Agent Performance Reports

      • Metrics: Call handling time, agent availability, etc.

    • Call Detail Reports

      • Metrics: Call duration, call disposition, etc.

    • Queue Performance Reports

      • Metrics: Average wait time, service level agreements (SLAs), etc.

  • Using Cisco Stock Reports

    • Accessing Cisco stock reports in the Webex Contact Center Analyzer.

    • Navigate under Visualizations to the “Stock Reports” folder.

  • Interpreting data and metrics

    • There are many reports that are nested inside of these folders. You may find some empty, but these folders actually contain dashboards for stock reports which can be copied, just like the visualizations. The difference between user generated reports and the Stock Reports is that the Stock Reports cannot be edited directly and must be copied or exported first in order to edit their properties.

    • Depending on the type of data visualization you can use these stock reports as described in previous sections.

Part 4: Practical Exercises

  • Exercise 1: Find a specific call using troubleshooting reports

    • Task: Use both CXAS and Cisco stock reports to evaluate agent performance.

    • Steps:

      • Access the relevant reports from both CXAS and Cisco.

      • Compare metrics such as call handling time and availability duration.

      • Identify any discrepancies or areas for improvement.

      • Adjust the report to review specific calls. This can be achieved by either using the drilldown magnifying glass or by using a CAR/CSR type report using Value tables.

  • Exercise 2: Identify specific metrics from the call

    • Task: Use reports to monitor and analyze queue performance.

    • Steps:

      • Access the queue performance reports from both CXAS and Cisco.

      • Evaluate metrics such as wait times and abandon rates.

      • Identify patterns and potential bottlenecks.

      • Adjust the report to review specific teams, queues, or agents and achieve better insight on Contact Center struggles.

  • Exercise 3: Troubleshooting Call Flows

    • Task: Use reports to troubleshoot RONA issues. Create two RONA situations (immediate and legitimate) and review CSR and CAR report to identify RONA reasons

    • Steps:

      • Access RONA reports.

      • Track RONA errors and agent RONA rates.

      • Identify and resolve any anomalies or issues. This can be achieved by reviewing the different RONA report types and identifying the duration of the RONA ring and any quick succession of an agent being presented a call.

Part 5: Best Practices

  • Regular Monitoring

    • Having the ability to review and manage reports, especially the stock reports from Cisco and CXAS, will enable you as an admin or supervisor to get a better understanding of any issues that come up, but also understanding deeper how the system functions and how to better leverage your Contact Center.

  • Customizing Reports

    • Once you have these reports, you can create copies and modify to your needs.

  • Data-Driven Decision Making

    • We have found that if you utilize these reports they will guide you to having a better understanding of your current Contact Center environment which will assist you in creating actionable changes.