Accepted Solutions
Hello @rmanakadav , welcome to Webex Contact Center!
The answers you look for can be found in two places. Firstly, to be able to get more information on call details (Calling number, called, date time etc.), you would need to use the reporting from Analyzer. You can either create your own custom report or you can use a Stock one as reference until you get more familiar with it. For example, by using the stock report CSR Report - Yesterday, we can find for each call a lot of information, such as ANI, DNIS, Queue/Agent that handled it, Call Start/End Time and many more.
- One thing that the stock report does not show by default is the flow that it hit, but you can add the profile variable IVR Script Name to it and get that answer.
- In Analyzer, there is a very useful feature which is the Drilldown (more info on it on the Analyzer User Guide). With the drilldown, if for example in the above report you double-click on the Session ID variable, you will get a thorough step-by-step path of that interaction.
From there, you can see all the Entry Points, Flows, Queues etc. that a call went through.
With all of the above, you should be able to answer everything you look for besides one thing, the nodes that the call went through. This information is not available in Analyzer but you can use the Flow Designer Debug option to achieve this.
- After you find the script of the call and its session ID, you can open the script in the Flow Designer and if you search based on Session ID on the debug, you can see the full node path of the interaction:
I understand this may be quite a few new concepts if you are not familiar with Webex CC, but basically Analyzer reporting can provide all the information you search besides a complete script node-by-node path, this would need to be done from the Flow Designer.
Let me know if that answers your question.
Kind Regards,
George
Hello @rmanakadav , welcome to Webex Contact Center!
The answers you look for can be found in two places. Firstly, to be able to get more information on call details (Calling number, called, date time etc.), you would need to use the reporting from Analyzer. You can either create your own custom report or you can use a Stock one as reference until you get more familiar with it. For example, by using the stock report CSR Report - Yesterday, we can find for each call a lot of information, such as ANI, DNIS, Queue/Agent that handled it, Call Start/End Time and many more.
- One thing that the stock report does not show by default is the flow that it hit, but you can add the profile variable IVR Script Name to it and get that answer.
- In Analyzer, there is a very useful feature which is the Drilldown (more info on it on the Analyzer User Guide). With the drilldown, if for example in the above report you double-click on the Session ID variable, you will get a thorough step-by-step path of that interaction.
From there, you can see all the Entry Points, Flows, Queues etc. that a call went through.
With all of the above, you should be able to answer everything you look for besides one thing, the nodes that the call went through. This information is not available in Analyzer but you can use the Flow Designer Debug option to achieve this.
- After you find the script of the call and its session ID, you can open the script in the Flow Designer and if you search based on Session ID on the debug, you can see the full node path of the interaction:
I understand this may be quite a few new concepts if you are not familiar with Webex CC, but basically Analyzer reporting can provide all the information you search besides a complete script node-by-node path, this would need to be done from the Flow Designer.
Let me know if that answers your question.
Kind Regards,
George
