Reporting for Multi-Party Conference Call
We have had some questions about what reports look like when leveraging the Multi-Party Conference Call feature in Webex Contact Center. We received the following confirmation from the Cisco Product Manager:
What do the CSR and CAR look like in that instance where the primary agent drops?
When the primary agent drops, the call is transferred to the participant who was brought in first into the conference. Considering there are multiple participants on the call, only the ownership is transferred and not the resources. Only when there are 2 agents left in the call is the call fully transferred. Resource ownership means that we will allocate the call to that second agents queue. Call ownership simply gives primary agent call controls to that participants.
What does the CSR look like when the caller drops but the two agents stay connected?
The call goes into a post call state with a post call duration. This will be reflected in the activity state parameter available in the CSR.
How will this impact total handle time?
Total Handle Time will be = Connected time + Hold Time + Post call time (if any) + wrap up time. The post call duration is added to the wrap up time.
If the primary agent drops, does it count as a transfer?
If the primary agent drops, the ownership of the call transfers to the next participant. If there are only two 'agents' left on the call, and the primary drops, both the resources and ownership will transfer to the second agent and will be a full transfer.