Ticket Template: Webex WFO and Calabrio

For Calabrio issues, follow this template to collect and document the issue:

 In the body of the ticket include the following:

• CUSTOMER Contact Information

  • at a minimum, phone number and email address must be provided

• What Calabrio Product(s) & Version(s) are impacted?

  • Say “Webex WFO” or “WxCC Cloud version”

• What Issue(s) are you experiencing?

  • Describe in detail what exactly is happening within the Calabrio system

  • Are there error messages?

• When did you start experiencing the issue(s)?

  • Did this start today, yesterday, last week?

  • Identify when you think it started

• Was there a change in your environment (e.g., outage, operating system change, etc.)?

  • This is usually marked “nothing”

  • If you do experience an outage or some change, document here

• Has this happened before? If so, how often?

  • Identify the frequency

• How many Users or Agents are affected?

  • Identify the number of agents impacted

  • Specify if there are

• Have you attempted any troubleshooting already?

  • Different browsers

  • Clear cache

• Have logs been collected? 

  • Collect HAR log

• Do you have screenshots of the error(s)?

  • Collect screen shots of from agent, supervisor, and/or administrator views

  • Take specific screenshots of the error or issue, focused enough to be legible

  • Take wider screenshots of the whole browser to show location and context

• Can the issue be recreated?

  • Detail how the issue can be recreated

  • If the issue is random, document how you received the issue

If voice or screen recordings are missing, please include the following:

• Start and End Date/Time (in UTC) of missing calls

• Approximate amount of calls missing (per day if more than 1 day)

• Confirmation of state of missing calls on Calabrio portal (i.e. Pending Upload, not visible, etc.)