This real-time report shows each call waiting in the queue including the calling number,
queue name, duration, trigger extension and one of the ten call variables as Flag
Flag can be any call variable populated by UCCE or CVP such as caller's full name,
account number or notifications such as payment pending, VIP, potential fraud etc.
You can also add some labels to trigger called numbers such as Main CS number, New
Business, Emergency etc.
Historical Reports
Call Tracker
If you need to find a particular call, Call Tracker can help. Using information such
as Calling Number, Call Type, Precision Queue, Agent, particular value on a specific call
variable and wrap up reasons selected, you can filter the call within a specific time range and
pinpoint the target call.
First, the result will show the list of calls matching your search criteria. By
clicking on the "Details" button of a particular call, you will be able to see the call legs for
that call in detail.
Filters: inbound / outbound calls, starttime, endtime, agent name, calling number,
precision queue, skill group,call type, call variable 1-10 value, wrap-up reason
| Parameter |
Description |
|
View Customer Journey Map
|
Shows the details of the call legs |
| Calling Number / ANI |
Calling number for the call |
| Called Number / DNIS |
Internal extension that call is answered by UCCE |
| Start Time |
Start date and time of the call in the selected timezone at user settings |
| Digits Dialed |
Number dialed by UCCE This can be different than the called number |
![Cisco Finesse Webphone Gadget]()
| Parameter |
Description |
| Queue Wait Time |
Number of seconds caller waited in the queue for the selected call leg |
| Call Disposition |
Outcome of the particular call leg. Looking at disposition of each call leg can be
misleading. Call Outcome is a more accurate parameter to look at. |
| Duration |
Total duration of the particular call leg. Call Tracker finds the call by matching a
particular call leg, therefore duration information here only shows the duration of
one of the legs. For the total duration, we need to look at the over call steps of
the target call. |
| Ring Time |
Number of seconds call rang on agent's extension |
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| Parameter |
Description |
| Hold Time |
Number of seconds call was on hold |
| Talk Time |
Number of seconds agent was talking on that particular call leg |
| Work Time |
Number of seconds agent spent on after call work state after this call |
| Answered Within Service Level |
Flag that shows whether the call was answered within the number of seconds set as
the service level for that queue. |
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| Parameter |
Description |
| Wrapup Data |
Wrap-up reason selected by the agent for the call. |
| Call Outcome |
There are usually four outcomes; Abandoned in IVR, Abandoned in Queue, Answered by
the Agent, Answered in IVR |
| Skill Group |
Skill group selected for the call by Cisco UCCE. |
| Call Type |
Call Type selected for the call by Cisco UCCE. |
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| Parameter |
Description |
| Precision Queue |
Precision queue selected for the call by Cisco UCCE. |
| Attributes |
Precision Queue attributes assigned to that call. Only populated for Precision Queue
calls |
| Call Variable 1 - 10 |
Ten configurable key-value pairs for each call |
| Transfer Time |
Date and time when call is transferred. Single-step transfer |
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| Parameter |
Description |
| Consult Time |
Date and time when call is transferred. Consult transfer |
| Conference Time |
Date and time when call is conferenced. |
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Call Variable Summary
There are ten call variables with each ACD call which Cisco UCCE can pass data to
the agent and other parties. These variables are often used for further classification of the
calls. Using Call Variable Summary report, you can see the number of occurrences of each
potential value for the selected call variable. By clicking on the "Details" button, you can
drill down to the list of calls for that particular call variable.
You can also select a particular call and drill down further to see the details of
each call leg.
Filters: starttime,endtime,call variable 1-10, calltype, precision queue, agent,
checkbox for "Only show calls answered by an agent"
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| Variable Value |
Number of Occurrences |
Details |
| Emergency |
36 |
List Calls
|
Call Variable Detail
This report shows the list of calls for the selected call variable value.
| Parameter |
Description |
|
View Customer Journey Map
|
Shows the details of the call legs |
| Calling Number / ANI |
Calling number for the call |
| Called Number / DNIS |
Internal extension that call is answered by UCCE |
| Start Time |
Start date and time of the call in the selected timezone at user settings |
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| Parameter |
Description |
| Digits Dialed |
Number dialed by UCCE This can be different than the called number |
| Queue Wait Time |
Number of seconds caller waited in the queue for the selected call leg |
| Call Disposition |
Outcome of the particular call leg. Looking at disposition of each call leg can be
misleading. Call Outcome is a more accurate parameter to look at. |
| Duration |
Total duration of the particular call leg. Call Tracker finds the call by matching a
particular call leg, therefore duration information here only shows the duration of
one of the legs. For the total duration, we need to look at the over call steps of
the target call. |
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| Parameter |
Description |
| Ring Time |
Number of seconds call rang on agent's extension |
| Hold Time |
Number of seconds call was on hold |
| Talk Time |
Number of seconds agent was talking on that particular call leg |
| Work Time |
Number of seconds agent spent on after call work state after this call |
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| Parameter |
Description |
| Answered Within Service Level |
Flag that shows whether the call was answered within the number of seconds set as
the service level for that queue. |
| Wrapup Data |
Wrap-up reason selected by the agent for the call. |
| Call Outcome |
There are usually four outcomes; Abandoned in IVR, Abandoned in Queue, Answered by
the Agent, Answered in IVR |
| Skill Group |
Skill group selected for the call by Cisco UCCE. |
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| Parameter |
Description |
| Call Type |
Call Type selected for the call by Cisco UCCE. |
| Precision Queue |
Precision queue selected for the call by Cisco UCCE. |
| Attributes |
Precision Queue attributes assigned to that call. Only populated for Precision Queue
calls |
| Call Variable 1 - 10 |
Ten configurable key-value pairs for each call |
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| Parameter |
Description |
| Transfer Time |
Date and time when call is transferred. Single-step transfer |
| Consult Time |
Date and time when call is transferred. Consult transfer |
| Conference Time |
Date and time when call is conferenced. |
Wrap-Up Code Summary
Description
This report presents the number of calls each wrap-up code is selected. You can
click on the details button to see the list of calls for each wrap-up code.
Wrap-Up Code Detail
This report shows each call presented to or generated by the agent for the selected
criteria
Filters: starttime,endtime,agent name/ID, agent hierarcy levels 1-5, queues, routing
profile, attributes and the values
| Parameter |
Description |
|
View Customer Journey Map
|
Shows the details of the call legs |
| Calling Number / ANI |
Calling number for the call |
| Called Number / DNIS |
Internal extension that call is answered by UCCE |
| Start Time |
Start date and time of the call in the selected timezone at user settings |
![]()
| Parameter |
Description |
| Digits Dialed |
Number dialed by UCCE This can be different than the called number |
| Queue Wait Time |
Number of seconds caller waited in the queue for the selected call leg |
| Call Disposition |
Outcome of the particular call leg. Looking at disposition of each call leg can be
misleading. Call Outcome is a more accurate parameter to look at. |
| Duration |
Total duration of the particular call leg. Call Tracker finds the call by matching a
particular call leg, therefore duration information here only shows the duration of
one of the legs. For the total duration, we need to look at the over call steps of
the target call. |
| Ring Time |
Number of seconds call rang on agent's extension |
![]()
| Parameter |
Description |
| Hold Time |
Number of seconds call was on hold |
| Talk Time |
Number of seconds agent was talking on that particular call leg |
| Work Time |
Number of seconds agent spent on after call work state after this call |
| Answered Within Service Level |
Flag that shows whether the call was answered within the number of seconds set as
the service level for that queue. |
![]()
| Parameter |
Description |
| Wrapup Data |
Wrap-up reason selected by the agent for the call. |
| Call Outcome |
There are usually four outcomes; Abandoned in IVR, Abandoned in Queue, Answered by
the Agent, Answered in IVR |
| Skill Group |
Skill group selected for the call by Cisco UCCE. |
| Call Type |
Call Type selected for the call by Cisco UCCE. |
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| Parameter |
Description |
| Precision Queue |
Precision queue selected for the call by Cisco UCCE. |
| Attributes |
Precision Queue attributes assigned to that call. Only populated for Precision Queue
calls |
| Call Variable 1 - 10 |
Ten configurable key-value pairs for each call |
| Transfer Time |
Date and time when call is transferred. Single-step transfer |
![]()
| Parameter |
Description |
| Consult Time |
Date and time when call is transferred. Consult transfer |
| Conference Time |
Date and time when call is conferenced. |
Transfer and Consult Call Detail
This report shows the list of calls transferred by the agent using single-step or
consult transfer
| Parameter |
Description |
|
View Customer Journey Map
|
Shows the details of the call legs |
| Calling Number / ANI |
Calling number for the call |
| Called Number / DNIS |
Internal extension that call is answered by UCCE |
| Start Time |
Start date and time of the call in the selected timezone at user settings |
![]()
| Parameter |
Description |
| Digits Dialed |
Number dialed by UCCE This can be different than the called number |
| Queue Wait Time |
Number of seconds caller waited in the queue for the selected call leg |
| Call Disposition |
Outcome of the particular call leg. Looking at disposition of each call leg can be
misleading. Call Outcome is a more accurate parameter to look at. |
| Duration |
Total duration of the particular call leg. Call Tracker finds the call by matching a
particular call leg, therefore duration information here only shows the duration of
one of the legs. For the total duration, we need to look at the over call steps of
the target call. |
![]()
| Parameter |
Description |
| Ring Time |
Number of seconds call rang on agent's extension |
| Hold Time |
Number of seconds call was on hold |
| Talk Time |
Number of seconds agent was talking on that particular call leg |
| Work Time |
Number of seconds agent spent on after call work state after this call |
![]()
| Parameter |
Description |
| Answered Within Service Level |
Flag that shows whether the call was answered within the number of seconds set as
the service level for that queue. |
| Wrapup Data |
Wrap-up reason selected by the agent for the call. |
| Call Outcome |
There are usually four outcomes; Abandoned in IVR, Abandoned in Queue, Answered by
the Agent, Answered in IVR |
| Skill Group |
Skill group selected for the call by Cisco UCCE. |
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| Parameter |
Description |
| Call Type |
Call Type selected for the call by Cisco UCCE. |
| Precision Queue |
Precision queue selected for the call by Cisco UCCE. |
| Attributes |
Precision Queue attributes assigned to that call. Only populated for Precision Queue
calls |
| Call Variable 1 - 10 |
Ten configurable key-value pairs for each call |
![]()
| Parameter |
Description |
| Transfer Time |
Date and time when call is transferred. Single-step transfer |
| Consult Time |
Date and time when call is transferred. Consult transfer |
Conferenced Calls Detail
This report shows each call which are conferenced by the UCCE agent.
| Parameter |
Description |
|
View Customer Journey Map
|
Shows the details of the call legs |
| Calling Number / ANI |
Calling number for the call |
| Called Number / DNIS |
Internal extension that call is answered by UCCE |
| Start Time |
Start date and time of the call in the selected timezone at user settings |
![]()
| Parameter |
Description |
| Digits Dialed |
Number dialed by UCCE This can be different than the called number |
| Queue Wait Time |
Number of seconds caller waited in the queue for the selected call leg |
| Call Disposition |
Outcome of the particular call leg. Looking at disposition of each call leg can be
misleading. Call Outcome is a more accurate parameter to look at. |
| Duration |
Total duration of the particular call leg. Call Tracker finds the call by matching a
particular call leg, therefore duration information here only shows the duration of
one of the legs. For the total duration, we need to look at the over call steps of
the target call. |
![]()
| Parameter |
Description |
| Ring Time |
Number of seconds call rang on agent's extension |
| Hold Time |
Number of seconds call was on hold |
| Talk Time |
Number of seconds agent was talking on that particular call leg |
| Work Time |
Number of seconds agent spent on after call work state after this call |
![]()
| Parameter |
Description |
| Answered Within Service Level |
Flag that shows whether the call was answered within the number of seconds set as
the service level for that queue. |
| Wrapup Data |
Wrap-up reason selected by the agent for the call. |
| Call Outcome |
There are usually four outcomes; Abandoned in IVR, Abandoned in Queue, Answered by
the Agent, Answered in IVR |
| Skill Group |
Skill group selected for the call by Cisco UCCE. |
![]()
| Parameter |
Description |
| Call Type |
Call Type selected for the call by Cisco UCCE. |
| Precision Queue |
Precision queue selected for the call by Cisco UCCE. |
| Attributes |
Precision Queue attributes assigned to that call. Only populated for Precision Queue
calls |
| Call Variable 1 - 10 |
Ten configurable key-value pairs for each call |
![]()
| Parameter |
Description |
| Conference Time |
Date and time when call is conferenced. |
