The details available for auto-attendant stats summary are: The details available for auto-attendant business hour key details and after hour key details are: You can use the reports here to determine which devices are more popular with your users and which ones aren't. This list includes the following: Attendee history reportA list of webinars an attendee joined on your site. Call legs are categorized as good if both video and audio stream had jitter below 150ms, latency below 400ms, and packet loss below 5%. Active SpacesThe number of spaces that had activity over the selected date range. USB PassthroughDevice is connected to a computer via a USB cable and used as a webcam. All charts update accordingly. Unlock the value of healthcare CDR reporting. The statuses of calls available are: This table shows the top 25 call queues with the highest average wait and abandoned minutes from incoming calls. Visibility from any place, on any device your home, mobile or office. Use the Webex site selector and calendar date selector at the top-right corner of the page to select the metrics you want to view. We respect the privacy of your data. To move the needle, customer experience and productivity are key areas where a competitive advantage can be achieved. This chart shows a breakdown of incoming calls to agents based on the call status. If you choose CSV, you'll export all of the data for the selected report. Top 10 occupied workspaces by occupancy hr. A device may be one of the following types of activities: In CallDevice is used to join a meeting as a video endpoint. You can use this chart to see how auto attendants are handling all the incoming calls to your organization over the selected date range. The date for Jabber data in Control Hub starts once these configurations are complete. This usage includes when devices are used to join calls, for local wired or wireless displays, whiteboarding, in USB passthrough mode, and for digital signage. You can use these reports to see details for each meeting, how often users are messaging each other, details for Webex Calling calls and call queues, how often Webex devices are used, onboarding information, and more. Meetings data is updated every 10 minutes. You can use this breakdown to see if users are making use of the Proactive Join feature, or if they're not aware of it, you can help users adopt it. The percentage change is this number compared against the number from the previous selected time period. These charts show a summary and trend for how call legs are distributed across the different on-premises clusters in your organization. What are the benefits of a Cisco UCCX Wallboard. This chart shows a breakdown of call legs that were audio only or had video enabled. For each day of the last 21 days, we capture the worst 350 participants with poor join meeting times. February 03, 2022 | 92557 view (s) | 339 people thought this was helpful View reports on your Webex site You can download reports that provide information about usage, recordings, attendance, and registration. Click on any of these clusters to filter all the associated graphs to show details that are related to the selected cluster. We're here for you as you . This chart shows a breakdown between good and poor media quality for call legs in your organization. Make calls for business on your phone or desktop. You can use this chart to help determine if media quality issues are limited to a country or the devices set up in that country. This chart shows you a breakdown of VoIP/video participants or minutes by connection type. You can filter the entire page by selecting a category on the chart. Thats it. With remote working and a focus on customer experience on the rise, users in the Webex calling ecosystem have a new opportunity to drive revenue from their call data. Select a date range to see the usage of the specified time period. This chart shows a trend of the average number of agents handling calls against the average number of assigned agents to call queues. Webex Calling device and accessory support Analog Telephone Adapters (ATAs) ATAs connect non-IP devices, such as fax machines, analog phones and overhead paging systems, to your network and allow them to act as Webex Calling devices. KPIs are available at the top of the page to show you what the VoIP/video quality was like for participants or minutes within the date range that you selected. NEW Quick Take: Cisco Webex Calling - New Phone Activation in 10 Minutes! Peak Amplify will be featured as part of the Webex Hybrid Work booth in the World of Solutions. These charts show a summary and trend of call legs that overflowed to cloud clusters. Total Usage (Hours)Total number of hours that devices were used for. Call queues with no data won't show in this table. A space is considered active when someone: You can use this information to determine how well your organization is adopting the practice of using spaces to meet and collaborate. You can use this table to help you quickly see which users to focus on and find out why they might be having poor quality call legs as opposed to other users. The owner of the device shows in the Assigned To column. Peak Amplify was able to integrate with both our internal product set and other off-the-shelf products and provide the glue to enable our service. Security & Compliance, Recording & Transcriptions, Partner Solutions Request a free trial This table shows you which meetings had the most number of participants. Calls made to and received on a desk phone, analog telephone adapters, the Webex Calling App, or the Webex App are recorded using Dubber, a third-party partner. The KPIs available are: This table shows details of all the call queues that have been set up in your organization. Total Video MeetingsUse this KPI to see if users are turning on their video during meetings. Minutes are counted as issues if they were above 400ms latency or had more than 5% of packet loss during meetings and calls using Webex. If this number is high, you can determine if there was a problem with any clusters during that date range, or if your organization needs more on-premises clusters to handle hosting more call legs. This can happen for a number of reasonsfor example, a node exceeds its capacity, is being upgraded, has network connectivity issue, or the Webex site isn't properly enabled for Video Mesh. You can see Jabber Analytics data in Control Hub if your organization has: On-premises Jabber with full Unified Communications. Use this table to see details of every device in your organization. You can use the data from this chart to compare with the data from the ECM Files Shared chart to see if users are adopting the integrations that your organization uses, and to see how often users are collaborating with each other in Webex. Database Tables That Hold Reporting Data Real Time Data Collection Every 15 seconds (by default), both the Webex CCE Peripheral Gateway and the Call Router produce data that is forwarded and stored in the databases. #Hiring Enabling new ways of working, improving customer and employee experience . Read the report. These charts show the summary and trend of total bandwidth used across all on-premises clusters when cascades are established between on-premises and cloud clusters. For information about Cisco Webex Cloud-Connected UC (CCUC) Analytics, refer to Analytics for Your Cisco Webex Cloud-Connected UC. Average wait minutesAverage time that callers spend waiting for the next available agent to answer the call. You can use this chart to help determine if VoIP/video quality issues are affecting participants inside your organization, or if it's a problem coming from outside your organization. Small business account management (paid user), full administrator, read-only administrator, or support administrator of an organization, deployed the Cisco Webex Video Integration for Microsoft Teams, Deployment Guide for Cisco Webex Video Mesh, Feature Configuration for Cisco Jabber 12.8, organization ID that you can find in Control Hub, Analytics for Your Cisco Webex Cloud-Connected UC, Explore Analytics for Cisco Webex Meetings and Cisco Webex Teams, Analytics for Your Webex Cloud-Connected UC. Select which date range you want to view the data for with the calendar date selector. This could indicate that a connection problem is limited to a certain area. Total workspaces, utilization rate, and occupied workspaces KPIs. Join Beta Try Variphy for FREE or sign up for a WEBINAR! This report lists details such as registrant name, email address, registration approval status, date and time of registration, and source ID. Every business seeks a competitive edge. Calls that are answered by voicemail are also considered answered. Total Data UsageThe total number of audio and video data that were transmitted and received from on-premises clusters. Technical consulting engineer: determined to provide best Customer support. These reports include information about recording and attendance. The KPIs available are: Total Call LegsShows how many call legs were made and received. Active UsersTotal number of unique active users per device over the selected time period. Total Telephony MinutesUse this KPI to see the total number of telephony minutes used during meetings in your organization. On the second day, an independent set of 350 participants with the poorest join meeting times are captured for that day. This chart shows the top 20 Webex devices that had the most poor quality video and audio minutes during calls and meetings using Webex over the selected date range. The Webex Calling for Chrome extension provides Google Chrome users with access to a comprehensive suite of enterprise calling features that fits within your Google productivity workflow Webex Calling for Chrome Multiplatform Phones and Devices (Users) Reach us here. It shows the total usage of the device over the selected time period. The KPIs available are: This chart shows a breakdown of call queue statistics by incoming calls. Weve strengthened the business value of Cisco investments for clients across Financial Services, State Government, Law Enforcement, Health and Aged Care. When carrier choices are being made, the ability to evaluate trunk utilization by carrier/route, right-size trunks, and evaluate least cost routing can potentially provide significant cost savings. If engagement isn't high for these activities, you can reach out to users and inform them of the benefits for utilizing each activity. The Total Outbound Calls by Type graph shows the types of outbound calls happening within your organization that match the selected filters and are within the date range. Singapore - 6 April 2020 - Following the successful launch in New Zealand and Australia, NTT Ltd. announced that it will be expanding its Cisco Webex Calling service to Singapore and other Asian countries. Overview Custom templates Manage reports Were here to help. To view it please enter your password below: The KPIs available are: This chart shows the percentage of node availability for each on-premises cluster that can host calls. This offers powerful insight into how incoming calls are being handled in call queues. Total CallsTotal number of calls made and received over the selected time period. This information helps you pinpoint potential reasons for when call legs overflow to a cloud cluster. Local Sharing CableDevice is shared and connected locally by the user via a HDMI cable without joining any meetings or calls. KPIs are available at the top of the page to show you a quick high-level status of calls handled by auto-attendants within the date range that you selected. Are you also having issues? You can use this report to see a trend of active unique users per device on Jabber. Exception reporting and alarm conditions are designed to identify undesirable call events or trends indicative of potential abuse, misuse, or fraud. Total Recording MeetingsUse this KPI to see if users are recording their meetings. You can use these charts to determine if a specific codec is affecting the media quality of call legs. Sign in to your Webex site, then click Calendar > Completed. Explore open roles with a great team. Enable your organisation to measure and then manage Customer Experience and . To save an individual chart, choose a chart, click the more button, and then choose a file type. Call Leg Audio Packet LossShows the average value of packet loss experienced by each call leg. Depending on the date range selected, the top 300 participants who had the poorest join meeting times show up on the list. Click on any of these clusters to filter all the associated graphs to show details that are related to the selected cluster. This chart shows the nodes that are available for the on-premises cluster that you selected. This report breaks down how often devices are used across all activities over the selected date range. Total Active HeadsetsThe total number of Cisco Headsets that were used once with the Webex app over the selected date range. This chart shows a trend of call legs that overflowed to cloud clusters. An external call is a call made to or received from outside of the organization. The KPIs available are: Active DevicesTotal number of active devices. Analytics data, except for Meetings, is batch processed each day. Register them here. Provide your business stakeholders with the data to make informed business decisions. If there's a sudden spike of participants with high join meeting times, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you. In-call usage refers to calls and meetings joined in the Webex app. On-premises Jabber with Instant Messaging-only. Because of this calculation, the number of total calls will differ between the charts and tables. For example, if 10 days are selected, the number is compared to the previous 10 days. There are five KPIs that show at the top of the Video Mesh Bandwidth Usage tab. Delivering consistent call quality across your organization requires a holistic approach that spans the collaboration ecosystem - including apps, devices, the network, cloud, and PSTN - to ensure that users can communicate clearly anywhere, on any device. The range of data they measure changes as you select a new date range. Off-the-shelf reports are tailored to specific business needs and even specific vertical markets such as healthcare, financial services, retail, and the public sector. WhiteboardingThe number of hours the device was used for whiteboarding. The percentage at the bottom indicates the increase or decrease in the number of messages that are sent by comparing the number of messages sent yesterday, to the number of messages sent the week before. Hours UsedTotal usage over the selected time period. This chart provides a trend for the average resource utilization of media services used in on-premises clusters compared to other clusters. If a call leg has both audio and video stream, then its categorized once under video. Liked by Sen Aherne. Webex Calling Workspace Settings Workspaces represent places where people work, such as conference rooms, meeting spaces, lobbies, and lunchrooms. Webex is owned by Cisco. This information helps you decide if a specific location needs more or less on-premises clusters. Provide your business stakeholders with the data to make informed business decisions. Reports help you track and analyze the performance of Webex services in your organization. The KPIs available are: Good Participants or Minutes VoIP/Video QualityShows the percentage of participants or minutes that were above the good VoIP/video quality threshold. Webex Meetings Instantly meet face-to-face with the most engaging, interactive video conferencing solution. This information helps you pinpoint potential reasons for when call legs overflow to a cloud cluster. Use these charts to determine the types of audio that users are connecting to meetings with. The KPIs available are: Avg Join Meeting TimeShows the average join meeting times of participants over the selected date range. If there's a sudden spike of participants or minutes with poor VoIP/video quality, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you and see if there are any common anomalies. ], Cisco Unified Contact Centre Express (UCCX) is an industry-leading, robust, secure solution for mid-sized contact centres with up to four-hundred (400) agents. Dubber Go will provide all Webex Calling users with unlimited call recording available for download and replay for 30 days from the Dubber cloud. You can use these KPIs as measurable data to see if participants are having VoIP/video quality issues during meetings in your organization. This current (real time) data includes data about agents, skill groups, services, call types, Precision Queues, and other entities. Redirected Call LegsThe number of call legs that failed to connect to a specific on-premises cluster and had to be redirected to a different cluster. Call Controls provides information about active and past calls and can be used to perform call actions. If you've linked your Site Administration account to Control Hub, then you can access the Analytics page through Site Administration. The range of data they measure changes as you select a new date range. You can also search for specific call queues, locations, phone numbers, and extensions by using the search bar in the table. With ISI, its easy to register deals. Avg. You can use this table to see the number of incoming calls to call queues and the status of those calls. Caller IDThe caller ID of the user who placed or received the call, if applicable. Organizations can alert appropriate individuals of unacceptable telecom activity to close security gaps, offer coaching to offending employees, and curtail abuse, misuse, and waste. Local Display WirelessThe number of hours the device was used for a wireless local display. Local Display WiredThe number of hours the device was used for a wired local display. Shows a recent view of the total bandwidth used across all Webex Video Mesh clusters when cascades are established between on-premises and the cloud. The date picker doesn't apply to data in the live queue stats section. You can generate reports that provide information about each meeting, webinar, event or session that you have hosted on your site. Choose a term, pre-payment or monthly billing and the number of users assigned to Call Queues. Lets discuss what can be achieved for your organisation today. With Infortel Select, enterprises dont lose visibility into calls being made. These charts show you a breakdown of call legs based on hourly distribution of the day over the selected date range. This is of greatest value when "premises-based PSTN" facilities are used. Assigned ToName of the place or user this device is assigned to. You can use this chart to see how long callers had to wait before hanging up the call or getting transferred to an agent. See the many ways here. Media Quality Engagement and Quality Call Queues This includes tracking associated call activity back to users or departments with the ability to define call rating plans for billable call events. Quality data is only available for Webex devices when used during Webex activities. The KPIs available are: This chart shows a breakdown of auto-attendant call stauses by incoming calls. A Video Calling Tool Among Many. The ISI Channel Partner Program provides a straightforward, profitable, and scalable partnering environment. For webinars, reports can also show activity, such as survey results and, for recorded webinars, chat, and polling. Leading financial service organizations trust ISI. If people aren't using the app as much as expected, show them how the app can make their day-to-day work life easier. This table shows the top 10 hosts who scheduled and started the most meetings. These insights provide you with a quick glance of where participants experienced the most poor media quality during meetings. If there's a sudden spike of call legs with poor quality, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you and see if there are any common anomalies. In this edition of Cisco Tech Talk, I'll give a brief overview of how the Cisco 8875 Video Phone integrates with Webex (WxC) and allows you to join a meeting View the performance of each Agent to manage your teams, including every call placed and received. These charts show you a breakdown of call legs by the types of audio and video codecs used. Simply register, connect to Webex Calling and invite your teams. You also have access to 13 months of data for calls based in Webex App if your organization has Pro Pack. Reports now have its own section under Monitoring in the left navigation of Control Hub, along with a separate article for it. VoIP/video quality is counted as good if packet loss was less than or equal to 5% and latency was less than or equal to 400ms. Cloud Call LegsThe total number of call legs that connected to a cloud cluster. Learn how we can help Sam Deckert on LinkedIn: #ciscoliveapjc #webexcalling #cisco #webex #ciscoliveapjc Use these charts to see a breakdown of host and attendee accounts used to join meetings. And we're proud to play a critical role in serving 95% of the Fortune 500 as they navigate this new era of work. Is the free trial really free? The Webex Calling APIs provide an interface for third-party provisioning, which can be used to provision Webex Calling users. Video Mesh Analytics can be found in Control Hub under Analytics > Video Mesh. Choose a term, pre-payment or monthly billing and the number of users assigned to Call Queues. Included are summaries and visualizations of phone-related work activity by employee and/or department, time of day and quantity of calls by type, destination, disposition, and duration. For webinars, reports can also show activity, such as survey results and, for recorded webinars, chat, and polling. If this number is high, you can determine if there was a problem with any clusters during that date range, or if your organization needs more on-premises clusters to handle hosting more call legs. Called NumberFor incoming calls, it is the telephone number of the user. This map shows the overall geographic distribution of join meeting times. Real-time visibility of Call Queues and Agent availability. IP AddressLast known IP address of when the device was online. These charts provide details about the redirected call legs and a trend of the number of call legs that didn't connect to a specific on-premises clustertypically because of high CPU usage or network capacity being full. Collect details about meetings and webinars you hosted or scheduled for someone else in Webex Meetings and Webex Webinars from your site. The report downloads as a CSV file. The Webex Calling APIs provide an interface for third-party provisioning, which can be used to provision Webex Calling users. The chart gives an overall perspective of the number of call legs that connected to cloud clusters compared to the number of call legs that connected to on-premises clusters in an organization. You can click on Wifi to quickly apply the filter to all the charts so you can determine what the problem could be. This chart can help you see if there are more bounced calls than usual. Use these charts to see a breakdown of locations that participants joined meetings from. The attendance report lists details such as name and duration of the meeting or webinar, attendee name and email address, how the attendee joined, what times the attendee joined and left your meeting or webinar, and the source ID. You can see call quality data within 15 minutes of when a call ends. If you see Low as the largest piece of the pie chart, try training users in your organization about the benefits of joining by video, or how whiteboarding can help illustrate ideas. The table then captures the worst 300 participants between all those days and lists them on the table. If there's a sudden spike of Webex devices with poor audio quality, you can view the metrics for that specific date range and compare the metrics between all the other charts available to you and see if there are any common anomalies. It is not possible to investigate telephony . Download your FREE TRIAL! This information lets you compare the data about call legs that connect to various clusters in your organization overtime. Depending on if your organization prefers VoIP or telephony minutes, you can look at the charts below to see a breakdown of why this number is high or low. This chart shows the total distribution of your Cisco Headset inventory by country. This chart shows you the top 10 and bottom 10 list of devices that responded to voice commands from users over the selected time period. These charts show you a trend of what the audio packet loss, latency, and jitter of call legs were like. You can make sure that the more commonly used devices are set up in densely populated areas of your building or where the most meetings take place. This chart categorizes workspaces based on the total number of hours they were occupied for by region through descending order over the selected date range. Now Webex Calling users can easily implement location-based policies to prohibit mixing calls across VoIP and India PSTN networks and properly route long distance calls, according to regulations. Telephony issues that have occurred more than 24 hours from the current time are a best effort investigation only. Click on one of the filters on the left-side chart to change the data for the trending chart on the right side and both Meeting Minutes by Activity charts. This chart shows you a breakdown of call legs by the connections used. ReflectR is a monitoring and reporting solution for Webex Calling. The available path optimization types are: You can filter the entire page by selecting a category on the chart. We keep historical data for calls involving Webex Calling desk phones, Webex App apps (desktop and mobile), and the Webex Calling App (desktop and mobile). The details available are: There are five KPIs that show at the top of the Detailed Call History tab. If you're a standard customer, you have access to 3 months of data. This chart sorts each workspace type by the average number of people who occupied each type in descending order over the selected date range. The Webex cloud is a communications infrastructure purpose-built for real-time audio, video, and content sharing. On-Premises Call LegsThe number of call legs that connected to on-premises clusters. Video Mesh Analytics show data in the time zone that's set for the local browser. Calling NumberFor incoming calls, it is the telephone number of the calling party. An active user is someone who has sent a message, made a call, uploaded a file, or attended a meeting. The KPIs available for individual workspace locations are: Distribution of occupied workspace by hour. Headset utilization is sorted into three categories: Headset usage averages less than an hour per day. You can use these KPIs as measurable data to see if your organization has enough nodes to handle the amount of call legs during a typical day. The range of data they measure changes as you select a new date range. Cisco is committed to supporting our customers in their existing systems and expansion into cloud-based capabilities, using the award winning Webex Portfolio http:// cs.co/604838Eoa #Cisco. Active Usage per DeviceThe average number of hours that devices were used for any active or digital signage activities. You can use this table to see which agent gets the most calls and information about their calling stats. Kamaljeet (Kim) Kaur. You can use this information to evaluate how Webex services and devices are being used in your organization and how often. This chart shows you a breakdown of call legs by the locations set up in the Calling section of Control Hub. Solutions precede problems, and steps are often skipped or repeated. Peak Wallboard for Webex Calling is a cloud-based add-on for Webex Calling that enables real-time and historical visibility for your contact centre. A breakdown of how users responded to the prompts given by the Webex Assistant on devices with Proactive Join enabled. There are four KPIs that show at the top of the Messaging Analytics tab. Average Call MinutesThe average number of minutes that Cisco Headsets were used in calls and meetings with the Webex app over the selected date range. This chart helps you see how many shared files came from users' devices. We've added a lot of exciting new features in Webex Calling. This table shows the top 10 locations that had the most participant minutes. This table shows the top 10 meetings which had the longest duration for participants who turned on their video. If this number is low, you can consider switching some users to an attendee account to free up host licenses. The average is calculated as (number of Active Devices KPI) divided by (number of Total Usage KPI). This information helps you find out if users are engaged in meetings. StatusDevice online status from the last 24 hours. Data is also now updated near real-time. For each templateId, there are a set of validation rules that need to be followed. Total VoIP MinutesUse this KPI to see the total number of VoIP minutes used during meetings in your organization. To see the meetings that you scheduled for another host, select, Small business account management (paid user), Q&A, chat, and polling report for webinars. You can use these charts to determine if the media quality of call legs is affected during a specific time of the day. This chart categorizes calls based on if they were received during business hours, after hours, and not available over the selected date range. Internal are users in your organization. This chart shows you a breakdown of VoIP/video participants or minutes by platforms. Webex Calling Workspace Settings support reading and writing of Webex Calling settings for a specific workspace within the organization. KPIs are available at the top of the page to show you what the audio and video quality minutes were like for Webex Room and Desk series devices within the date range that you selected. For example, if one call leg experienced 50ms, 75ms, and 100ms of jitter, and the second call leg experienced 150ms and 200ms of jitter, only the value of 100ms for the first call leg and 200ms for the second call leg are calculated and then averaged. Our charts provide detailed views of this data by location, IP address, media type, connection type, codec, endpoint type, and IP phone model. This table shows the top 25 agents with the most answered or bounced calls. This chart categorizes auto-attendant calls based on the location of where auto attendants were provisioned over the selected date range. Data is made available within 24 hours and metrics are available by 1:00PM GMT the next day. You can use this chart to help determine if join meeting time issues are affecting participants inside your organization, or if it's a problem coming from outside your organization. Kevin Donahue's Post. Services & Products For outgoing calls, it is the telephone number of the user. Set thresholds to alert your team when service levels are not being met. Webex Calling Report APIs Total Sharing MeetingsUse this KPI to see if users are sharing their screens during meetings. The source ID details are available for webinars only. You can use this chart to determine the number of people actively using the Webex App. Total Call LegsThe total number of call legs that connected to on-premises and cloud clusters. When you combine file download with the filters available, you can easily generate useful reports about call queues in your organization. Cross launch into Troubleshooting from Analytics. Export your data, without row limitations. Peak Amplify is an award-winning Cisco Software Development Partner, providing software add-ons, integration and custom development for Cisco Collaboration, Contact Centre and Connectivity products. Our new Calling Media Quality dashboard in Control Hub makes it easy to manage Webex Calling and Call on Webex call quality across your organization. Avg. Reference . Peak Wallboard for Webex Calling is a cloud-based add-on for Webex Calling that enables real-time and historical visibility for your contact centre. A new programme for female entrepreneurs in the Gaeltacht areas of Mayo and Galway is being is being launched by dars na Gaeltachta, in partnership. Use the Analytics page in Control Hub to see up to 13 months of historical Webex Calling data. Country code of the caller ID numberThis is only populated for international calls. Simply register, connect to Webex Calling and invite your teams. These call legs redirected to another on-premises cluster that was able to connect to the meeting. Utilization rate is calculated as: The number of workspaces that were booked and partially occupied + the number of workspaces that werent booked but occupied / the total number of workspaces. 100% Cloud-based Up and running in 15 minutes, with data stored in your local region. This visualization helps you glance quickly at which locations are having VoIP/video quality issues. Webex Call Reporting & Analytics - ISI Infortel Select Webex Calling Support Schedule a Demo Talk to an Expert Webex Calling: Move your CDR Needs to the Cloud Infortel Select's Webex Calling support allows organizations to take their call accounting and analytics needs to the cloud as they move away from an on-premises PBX. Call Controls provides information about active and past calls and can be used to perform call actions. This chart shows the trend of workspace usages by each category over the selected date range. Enable your organisation to measure and then manage Customer Experience and Productivity whether your team is working from home, mobile or in the office. Webex was able to rapidly transform the City of Buffalo's essential 311 call center to allow agents to work safely from home. The details available are: KPIs are available at the top of the page to show you all the current incoming calls and what their statuses are to help you monitor call queues in real time. 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