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Lab 5 - Wussy

Navigation: ◀ Lab 4 | Index | Lab 6 ▶

Table of Contents

Topic Lab Type Difficulty Estimated length
Admin Portal Dashboard and Analyzer User Interfaces Practical Lab EASY 25 min
Getting Data Insight using Stock Visualizations Practical Lab EASY 35 min
Understanding Data and Creating Custom Visualizations Practical Lab MEDIUM 60 min
Dashboards Practical Lab EASY 20 min
New Data Insights Practical Lab HARD 65 min
Agent Data Insights Practical Lab EASY 25 min
Supplementary Data Capabilities Practical Lab EASY 25 min
Using Data APIs Read & Understand MEDIUM 10 min

Overview of the Lab

This hands-on Lab provides fundamental and advanced knowledge of Webex Contact Center Data and Analytics. You will learn about data points and metrics across various capabilities, how to use stock reports and dashboards, and how to design analytic Visualizations and Dashboards capturing your business & operational KPIs and Actionable Insights.

Introduction

Define your Attendee ID

Enter your attendee ID — all relevant names in this lab use it as a prefix.

Attendee ID: __________

NOTE: The Attendee ID is provided with the admin credentials. You can share your tenant and dial number with colleagues so they can do the configuration in parallel. In that case, the Attendee ID is the same for all of you, but you can add a sub prefix: attendeeID1_MMP, attendeeID2_MMP, etc.

Pre-requisites

Admin Portal Dashboard and Analyzer User Interfaces

Topic Lab Type Difficulty Estimated length
Portal Dashboards Practical Lab EASY 10 min
Analyzer User Interface Practical Lab EASY 5 min
Access Control Practical Lab EASY 10 min

1. Portal Dashboards

  1. Login to the Webex CC Administration Portal using the Portal link and your supervisor user.
  2. Navigate through the various dashboards via the dropdown.
  3. Find:
    • Contacts in Queue
    • Total Contacts Handled
    • Longest Contact Currently in Queue (Realtime)
    • Agent State Data (logged-in agents with their current state)
    • Team Details Real-Time from Contact Centre Overview - Realtime
  4. Return to Entry Point - Site Level Dashboard:
    • In Site Interval Realtime - Chart report, filter for Inbound Connected Count.
    • Click expand to open Entry Point Contact Volume – Chart in a new window.
    • Try the Duration filter.
    • Open Incoming, Short Contacts - Entry Point and export as Excel.

2. Analyzer User Interface

  1. Login to Analyzer or cross-launch from the Admin Portal.
  2. Click Visualizations on the left.
  3. In Search, search for "agent":
    • Click Agent Realtime report and note its path.
  4. Navigate to Stock Reports > Real-Time Reports > Agent Reports > Interval Reports:
    • Change view to List view.
    • Sort by header.
    • Note Temporal Scope (Realtime/Historical).
    • ID is unique per report — searchable.
  5. Click the dots → Details. Note Date Range and Scheduled Jobs.
  6. Top: click your username → Help → online Analyzer User Guide.
  7. Threshold Alerts.
  8. Tenant Time zone option.

3. Access Control

  1. Logged in to Admin portal with supervisor user.
  2. Open Analyzer in a new tab.
  3. You'll see two folders: Admin and Stock Reports.
  4. Under Visualisations create a folder Team_attendee-id.
  5. In Admin Portal → Provisioning → Users → find your user → Check User Profile.
  6. Provisioning → User Profiles → select profile → Edit → Access Rights.
    • Set all folders except yours to "None". Stock folder cannot be modified.
  7. Save profile.
  8. Logout, close browser, login back with your supervisor user.
  9. Go to Analyzer → Visualizations. Only Stock Reports and your folder should be visible.

Analyzer User Guide — Access Control chapter

Getting Data Insight using Stock Visualizations

1. Execute Stock Reports

  1. Go to Visualizations → Stock Reports.
  2. Review Stock report structure.
  3. Search for and execute Agent Details.
  4. Update Filters: Today, Hourly interval.
  5. Click hamburger menu → Data summary and Details. Review:
    • Records found, Time to compute, Number of Rows and Columns, Report Duration and Interval.
  6. Click Settings. Row segments and report variables visible.
  7. Drag all Row segments except Agent name and Interval to Hidden Segments.
  8. Hide Initial Log In Time and Final Log Out Time (eye icon).
  9. Hide Row and Profile variables (Settings).
  10. Review Table Summary.
  11. Note tid (Tenant ID) and rid (report ID) in the URL. Example: searching –100 brings up Agent Details Report.
  12. Find:
    • Historical Agent Details with Staff hours
    • Agent Idle state information
    • Realtime Queue Statistics
    • Agent Usage Report
    • Average service level in Card format

2. Execute CCX Transition Reports

For customers migrating from CCX, 9 historical stock reports use the same look and feel as CCX.

  1. From Analyzer → Stock Reports → Transition Reports.
  2. All 9 reports can be run, copied, or scheduled.
  3. Execute CSQ All Fields Report. This is the common CCX CSQ All Fields mirror.

3. Create Custom Visualization using Stock Visualizations

Objective: Create a report showing:

Queue Service Level report covers what we're looking for. Steps:

  1. Identify changes:
    • Duration → Yesterday
    • Some field headers renamed
    • Channel Type → Telephony
    • Remove non-required fields
    • Add % Abandoned (missing)
  2. Copy report → Create a Copy.
  3. Make changes:
    • Update Start Time to Today, Interval None.
    • Right-click Channel type → add filter for Telephony.
    • Remove Channel Type from Row segment (redundant).
    • Right-click In Service Level% → Edit → rename to %ServiceLevel.
    • Hide unnecessary fields (Eye on Profile Variables).
    • Unhide % Abandoned field.
  4. Preview to verify.
  5. Save As 2.3_Queue Service Level in your folder. OK.
  6. Click Preview. Double-click column lines to auto-size.

Understanding Data and Creating Custom Visualizations

Key repositories:

1. Understanding the Data

  1. Analyzer → Create New → Visualization.
  2. Type: Customer Session Record.
  3. Start Time: Today.
  4. Profile variables — add Fields:
    • Contact Session ID → Value of Contact Session ID
    • DNIS, Entry point, IVR Script Name, Final Queue Name, Team, Agent
  5. Save as 3.1_CSR_Today_ValueReport. Preview.
  6. Click any session ID → Zoom.
  7. Note Call Activities during this session (Call Activity Records).
  8. Drill Down: search Team Name → click → added to Drill-down.
  9. Launch in separate tab.
  10. Drag Contact Start Timestamp and Contact End Timestamp next to nextState_s.
  11. Export as Excel.
  12. Build similar report for Agent Session Record with: Agent Session ID, Agent Name, Agent Endpoint (DN), Team Name, Current State, Channel type. Start Time: Today.
  13. Save as 3.1_ASR_Today_ValueReport. Preview.
  14. Hamburger next to Value of Current State → uncheck all except Idle.

2. Create Realtime Agent Visualization

Objective: Real-time agent state report:

Steps:

  1. New visualization as Agent Activity Record.
  2. Start Time: Realtime.
  3. Duration: None (Snapshot).
  4. Refresh: 3 Seconds.
  5. Row Segment: Team Name, Agent Name, Activity State, Idle Code Name.
  6. Profile Variables → Agent Session ID Count → rename #Total.
  7. Add Agent Session ID again, name #Available. Drag Activity State as Filter available.
  8. Add #Idle with filter idle.
  9. State Duration via formula:
    • Profile variable Measure Activity Start Timestamp → Minimum.
    • Right-click → New Formula → Name Duration, swap fields → Current Timestamp → Subtraction operator → Save.
    • Right-click Duration → Duration Number Format: MM:SS.
    • Hide Minimum Activity Start Timestamp.
  10. Reorder variables.
  11. Save as 3.2_AAR_RT_AgentState. Preview.
  12. #Total is 7 — each agent has 7 channels. Add filter Channel Type = Telephony.
  13. Save → Preview.
  14. Add LOB:
    • Output Type → Heatmap.
    • Right-click Team name → Create Enhanced Field.
    • Name: LOB_Groupingattendee-id.
    • 2 groups: Group1 (your Team only), Group2 (other team).
    • Save and make Enhanced Field global (right-click → Save → Save).
    • Optionally verify by deleting and re-adding.
    • Row Segments → search Enhanced Fields → drag to top.
  15. Summary at LOB level:
    • Show Summary → select LOB_Grouping.
    • Customize → LOB level → SUM for #Total, #Idle, #Available → Save.
  16. On-the-fly filters:
    • Show Filter On Run Mode → select LOB_Grouping and Idle Code Name.
  17. Save and Preview.

3. Create Chart Visualization with Interval

  1. New Visualization.
  2. CSR.
  3. Monthly, Start Time: This Month. Interval: Daily.
  4. Profile Variables → Contact Session ID → Count → rename Total Calls.
  5. Add Abandoned Calls:
    • Drag Contact Session ID again → Count → rename AbandonedCalls.
    • Filter: Termination Type = Abandoned.
  6. Output type: Line Chart.
  7. Hide table. Save as 3.3_CSR_ContactVolume.
  8. Run.
  9. Re-save as Bar chart format if desired.

Dashboards

1. Stock Dashboards

  1. Analyzer home → Dashboard.
  2. Stock Reports folder. Categories: Historical, Realtime, Business Metrics.
  3. Business Metrics → run Abandoned Contacts.
  4. Expand Customer Journey dashboard.
  5. Navigate to Stock reports > Historical > Multimedia → Contact Volume Historical Dashboard.
  6. Create a copy.
  7. Remove Contact Volume dashboard table.
  8. Add 3.2_AAR_RT_AgentState from your folder.
  9. Update dashboard name 4.1_Contact_Volume_AgentState.
  10. Save and execute.

2. Creating Custom Dashboards

Objective dashboard:

  1. Dashboards → Create New Dashboard.
  2. Drag reports from attendee folder + stock visualizations.
  3. Arrange, name as Lab Custom Dashboard.
  4. Save as 4.2_CustomDashboard. Preview.
  5. Dashboard filters (Feature Flag — request via PSM/CSM).

New Data Insights

1. Queue Based Reporting

NOTE: Queue Based Reporting is still in development and not yet GA. Discuss with your PSM/CSM if you want to enable.

Standard fields/measures aggregated at Queue level. New stock reports:

Steps:

  1. Edit 3.1_CSR_Today_ValueReport → add filter Preferred Agent Name = your user.
  2. Save. Preview.
  3. Note Session and Queue name.
  4. Click any Session Id → Zoom.
  5. Note all Activities and Queue name.
  6. New visualization → Queue Record.
  7. Duration: Today.
  8. Profile variables: Contact Session ID, CallLeg ID, CallLeg Start/End Timestamp, Queue Name, Agent Name, Is Within Service Level, Service Level Threshold, Handle Type.
  9. Save as 5.1_QBR_Today_ValueReport. Preview.
  10. Filter on Customer Session ID for the session in step 4 — see all call legs.
  11. Stock Reports > Historical > Queue Reports → preview all three.

2. Global Variable Reporting

Global Variables can save call-associated/agent-entered data into reporting. Must be marked Reportable (max 100).

Types: Boolean, String (256 char), Integer, Decimal, Date Time.

You have two Global Variables (TODO):

  1. New visualization:
    • Start Time: Today
    • Row Segments: Global_StudentID
    • Profile variable Measure: Sum of Global_IsCallback
    • Run mode filter: Global_StudentID
  2. Save as 5.2_GlobalVariable. Preview.

3. Data Reporting for Digital Channels

Skip until digital data exists from Lab 12.

  1. Stock Reports > Historical > Multimedia Reports.
  2. Run Queue Service Level for This Week.
  3. Run Agent Trace. Notice agent state per channel from Multimedia Profile.
  4. New CSR visualization:
    • Start Time: This Week
    • Value of: Channel Type, ANI, DNIS, Contact Start Timestamp
    • Date Time Number Format
    • Filter Channel Type: chat, email, social
  5. Save as 5.3_CSR_Digital_Channels. Preview.

4. Skill Based Reporting

Fields added to CSR, CAR, ASR, AAR:

Skill Types: Enum, Proficiency (0-10), Text (40 chars), Boolean.

  1. New visualization:
    • Data Type: Agent Session Record
    • Realtime with 5s refresh
    • Row Segment: Agent Skill, Agent Name
    • Profile Variable: Count of Agent
    • Filter Channel Type Telephony
    • Filter on Run Mode: Agent Skills
  2. Save as 5.4_Agent_RT_SkillCount. Preview.
  3. Agent Skills Filter → Custom Select.

5. Preferred Agent Reporting

  1. New CSR.
  2. Start Time: Today.
  3. Row Segments: Routing Type, Preferred Agent Name, Final Queue Name.
  4. Profile Variables: Count of Contact Session ID → #CallCount.
  5. Customize Report Summary:
    • Uncheck Table level, check Routing Type.
    • Customize → Routing Type Level: SUM → Save.
  6. Save as 5.5_PrefferedAgent_CallToday. Preview.

Agent Data Insights

1. Agent Personal Statistics

  1. Login Agent Desktop.
  2. Click APS icon.
  3. Navigate APS dashboards.
  4. Back to Summary tab — filters are saved.
  5. Change Team/Queue/Channel filters — data updates.
  6. Tabs persistent. Visit Queue Stats – Realtime, then click Home, then back to APS — Queue Stats – Realtime is the default tab.

2. Agent Direct URL Access

  1. Run 4.2_CustomDashboard with supervisor user.
  2. Copy dashboard link.
  3. Login as agent (separate browser/incognito).
  4. Paste the dashboard link — agent now sees the dashboard with their access rights.

3. Embedding the report into Agent Desktop

  1. Run 4.2_CustomDashboard.
  2. Download Custom Desktop Layout JSON.
  3. Line 114 (src) — paste dashboard link.
  4. Save.
  5. Admin Portal → Desktop Layout → Copy default layout → name attendee-id_DesktopLayout.
  6. Upload saved file → save.
  7. Provisioning → Team → select your team → Edit.
  8. Advanced settings → Desktop Layout → select your custom layout → save Team.
  9. Refresh agent desktop — Analyzer iFrame Widget appears.

Supplementary Data Capabilities

1. Export/Import Visualizations Template

Admin only functionality.

Login Analyzer with admin user. Download ImportZIP.

  1. Visualizations → ellipsis on your folder → Export Templates → Export. Zip downloads.
  2. Note: During export, filter names are retained but values are not.
  3. Create subfolder named Import.
  4. Inside Import → click Import.
  5. Browse to Downloads → select ImportZIP.zip → Import.
  6. Verify successful import.
  7. Try running reports — some will fail and ask for filter values.
  8. Edit reports → fill filters (or remove if not required).

2. Visualization Scheduler

  1. Find 2.3_Queue Service Level.
  2. Ellipsis → Schedule Job.
  3. Fill schedule:
    • Job Name: 2.3 Daily
    • Start date/time: today, few minutes ahead
    • Email notification: your email, subject line
  4. Job appears under Jobs list.
  5. Check email after trigger time.
  6. Set to run once → deleted after running.
  7. Close → look at Details of the report — number of jobs scheduled.

3. Threshold Alerting

  1. Admin Portal → Provisioning → Threshold Rules.
  2. New Threshold Rule:
    • Name: attendee-id_LabQueueThreshold
    • Entity type: Queue
    • Select your queue
    • Threshold Metric: Longest Time in Queue, >=, Trigger Value: 10 seconds, Trigger Interval: 120 seconds.
    • Email address — press Enter to save it.
  3. Test: call into queue, let it sit >10s.
  4. Check email after a few minutes.
  5. In Analyzer, top-right alerts: click Threshold Alerts.
  6. Acknowledge: check box → Mark as Read.
  7. Filters: Notification Types, Duration, Entity Type, auto-refresh toggle. Switch between Realtime and Historical.

Using Data APIs

Webex Contact Center Analyzer uses GraphQL for APIs. GraphQL endpoint enables searching for tasks (contacts/calls) or agent sessions per the graphQL schema.

Queries support filters and aggregations defined in the schema. Results are paginated; max page size differs across queries; up to 10000 results across multiple pages.

SearchTasks API queries raw data, not the reports you create.

For full Reporting and Search API coverage, see Lab 11.

Congratulations, you have completed this lab! Continue with Lab 6 — CRM Integration.

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