Manager
The Manager report contains the following pages:
Contact Center
This report gives you a first overview about the whole Contact Center system at a glance.
You can easily see what is going on overall and it also contains the main slicer (filter) page.
Longterm Overview
This report can be used to compare data between multiple years. To do so, the filter must be adjusted to include more than one year of data.
LY Comparison
This report displays the selected data (AC) compared with data for the same period of the last year (PY). If the current data is higher than last year, the differences are displayed positive in green. If the values are smaller, the differences are displayed negative in red.
Wait time and handle time reductions are positive trends but the differences would be displayed negatively here – so be careful to read the differences correctly.
Inbound Overview
This report gives you an overview about the most important KPIs for Contact Center inbound tasks over a shorter period.
Inbound Performance
Use this report to see the available measures for Contact Center inbound tasks in a tabular format including some groupings and conditional formatting.
Inbound Answered by Wrapup Code
This report displays the volume and duration for all of your classified inbound tasks by their wrapup code and channel type.
Agent State Time
This report gives you an overview about your available agents, their occupancy and activities during the idle stage.
Agent Overview
This report provides an overview about the agent KPIs and their distribution.
Calling Overview
This report gives you an overview about the volume and handling of incoming and outgoing calls of the Webex Calling application.
Keep in mind that internal calls are counted as "Out Calls" for the caller and "In Calls" for the called party while the "Total Calls" measures those calls only once.
Incoming Calls
Use this report to see the available measures for incoming calls of the Webex Calling application in a tabular format including some groupings and conditional formatting.
Outgoing Calls
Use this report to see the available measures for outgoing calls of the Webex Calling application in a tabular format including some groupings and conditional formatting.
