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In Webex Contact Center, when an agent uses consult, while the customer is on hold, we cannot hear the recording of the consult (agent to agent). By all indications we should be able to hear the entire call. Using the new Call recording management ...
I’m trying to build a report that accurately reflects how many times an agent declines incoming calls, and I’m running into some challenges with the available reporting fields.
I initially used Agent Trace and added the Call Rejected Count field. How...
WXCC Analyzer calculates metrics at the Agent Session (channel instance) level, not at the consolidated Agent Login span level.
When agents handle:
1 Voice + 2 Chatsor
Up to 6 concurrent Chats
Each channel instance generates its own:
Activity S...
We are set up to record all calls at the tenant level. We do not have any recording schedules set up which is where one would enable the "stop recording on transferred out calls. We've checked it all.
I've found that if the activty is Consult Error, both agents, the caller and teh Callee show User Declined. Perhaps i could exclude those if i knew what they were. There is also Con-to-agent-error.
