/
Analyzer Template Reports Breakdown

Analyzer Template Reports Breakdown

This page provides a breakdown of custom CX Advanced Solutions reports uploaded to each Webex Contact Center tenant. If you see a report listed below that is not in your tenant please contact Support (support@cxsol.com).

 

Report Name

Explanation

Vidcast

Report Name

Explanation

Vidcast

AAR_Historical (VT) - Agent States

This report shows every single state agents go in to with data such as the following:

  • Agent Session ID

  • Start Timestamp

  • End Timestamp

  • Duration

  • Site Name (of agent)

  • Team Name

  • Agent Name

  • State

  • Idle Code

  • Wrap Up Code

The value of this report comes from filtering by specific agents, teams, etc.

https://app.vidcast.io/share/dbdb188f-b3aa-4c7e-94fa-f543d0b6bd33

AAR_Realtime (VT) - Agents Logged In

This report shows all agents logged in with the details such as the following:

  • Team Name

  • Agent Name

  • Current State

  • Duration in Current State

  • Idle Code

  • Wrap Up Code

The value of this report comes from filtering by specific agents/teams, etc.

https://app.vidcast.io/share/92afeda5-e9e4-486e-8d1a-7a2224fa6b13

CAR_Historical (VT) - Call Detail Record

This report shows ever state of every interaction in the selected temporal scope. Details such as the following are included:

  • Interaction Session ID

  • Start Timestamp

  • End Timestamp

  • Entry Point Name

  • Queue Name

  • Activity State

  • Activity Name: call flow node name

  • Activity Type: call flow node type

  • Team Name

  • Agent Name

The value of this report comes from filtering by specific session IDs, states, etc.

CAR vs CSR: https://app.vidcast.io/share/ffbcaf8d-cf5b-4430-88a9-7b1bfcd72d33

 

CAR_Realtime (VT) - Call Detail Record

This report shows ever state of every interaction in the window selected (can only go back as far as the beginning of the current day). Details such as the following are included:

  • Interaction Session ID

  • Start Timestamp

  • End Timestamp

  • Entry Point Name

  • Queue Name

  • Activity State

  • Activity Name: call flow node name

  • Activity Type: call flow node type

  • Team Name

  • Agent Name

The value of this report comes from filtering by specific session IDs, states, etc.

CAR vs CSR: https://app.vidcast.io/share/ffbcaf8d-cf5b-4430-88a9-7b1bfcd72d33

CSR_Historical (VT) - Call Register

This report shows one row for each interaction in the selected temporal scope. Details such as the following are included:

  • Contact Session ID

  • Contact Start Timestamp

  • Contact End Timestamp

  • Entry Point Name

  • First Queue Name

  • Final Queue Name

  • Team Name

  • Agent Name

The value of this report comes from filtering by whatever details for the interaction(s) you’re looking for (ANI, DNIS, queue name, etc.).

CAR vs CSR: https://app.vidcast.io/share/ffbcaf8d-cf5b-4430-88a9-7b1bfcd72d33

Using a CSR: https://app.vidcast.io/share/70d14ed9-7549-477a-9a6f-c310e5d71873

CSR_Realtime (VT) - Call Register

This report shows one row for interaction in the window selected (can only go back as far as the beginning of the current day). Details such as the following are included:

  • Contact Session ID

  • Contact Start Timestamp

  • Contact End Timestamp

  • Entry Point Name

  • First Queue Name

  • Final Queue Name

  • Team Name

  • Agent Name

The value of this report comes from filtering by whatever details for the interaction(s) you’re looking for (ANI, DNIS, queue name, etc.).

CAR vs CSR: https://app.vidcast.io/share/ffbcaf8d-cf5b-4430-88a9-7b1bfcd72d33

Using a CSR: https://app.vidcast.io/share/70d14ed9-7549-477a-9a6f-c310e5d71873