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Version: 1.2

Supported Features

Data integration​

The following systems are integrated in this release:

  • Webex Contact Center
  • Webex Calling
note

Licenses for the integrated systems are required to load data from there as well as the corresponding service subscriptions for CCBI.

Data Models​

The following data categories (measure groups) are included in this release:

Webex Contact Center​

  • Inbound
  • Outdial
  • Agent State Activity

Webex Calling​

  • Call Summary (Incoming)
  • User Calls (Inbound & Outdial)

Reporting Features​

  • Multiple time zone support
  • Dynamic row level security (RLS) for "my own", by "department" or "user profile"
  • Custom dimensions for up to 10 global variables
  • Idle code reporting
  • Wrapup code reporting
  • Customer dimension reporting
  • Last year comparison
  • Agent comparison
  • Intraday Reporting for Supervisor and Agents
  • PhoneNumber categorization and localization (mapping table) for Calling
  • Data and service monitoring reporting

Reports​

There are 30+ reports bundled and available for Managers, Supervisors, Users (Agents) and Data analysts in this release.

Refer to the section "Reports" to see the list of all available reports.