Applies to: Common Causes or Issues Interactive Walkthrough How to Create an Agent State Details Report 1. Open Settings. A. Click the gear icon to open Settings. 2. Select the Correct Platform. A. Under Platform Sub-feature, select Webex Contact Center. B. Click Go. 3. Create a Contact Center Report. A. Click Create Contact Center Report. 4. Name the Report. A. Enter a title for the report. …
Applies to: Common Causes or Issues Understanding Contacts vs. Events This guide explains the fundamental difference between Contacts and Events, which is critical for accurate reporting and analytics. Contact A Contact represents the entire customer interaction from start to finish. For example, when a customer calls the contact center, that entire call — from the moment it…
Applies to: Common Causes or Issues Interactive Walkthrough How to Restrict Report Data Visibility by Department This feature, introduced in Variphy 26.3.1, allows administrators to limit report visibility so users only see Webex Calling data associated with their assigned department(s). This improves data security and ensures users only access relevant information. By User 1. Navigate…
Applies to: Common Causes or Issues When you need to run the Variphy web interface on a non-standard port like 443 for HTTPS or 80 for HTTP. NOTE: The following process is approved for Variphy 15.4 and above. We strongly recommend updating the latest version prior to making the adjustments….
Schedule quarterly reports in Variphy version 12.4 and above Step 1) To get to the schedules reporting page, we want go to the Call Analytics Reporting page then to the schedules tab. Step 2) Create the Schedule Step 3) Example 1 In the schedule settings tab, we are going to…
Agent based report, meant to be run daily, focusing on the amount of time logged Download Template Pack Required Changes Below are changes that are required to work within your UCCX environment. You can use Team, Agent or Resource Group for this report, and select the appropriate Team, Agent or…
Capacity utilization report showing capacity at specific remote media address Download Template Pack Required Changes Below are changes that are required for use in your environment. You will need to make the Remote Media Address change to reflect your environment.
Report using remote media address and H323 Call Origin (Answer) to identify calls coming from specific sources. Download Template Pack Required Changes Below are changes that need to be made to match your environment to correctly identify calls coming into your CUBE devices. Under search sets you will want to…
SIP Capacity utilization report designed to show Capacity Utilization across the entire cluster for all SIP gateways. Download Template Pack Optional Change This report does not require any additional edits. You can add an activity table by toggling on “Show Total Concurrent Call Activity Tables”. The Concurrent Call Activity Table…
Fix for 404 error with corresponding log – ERROR [org.springframework.web.context.ContextLoader] Context initialization failedorg.springframework.beans.factory.BeanCreationException: Error creating bean with name ‘liquibase’ defined in ServletContext resource [/WEB-INF/classes/spring.xml]: Invocation of init method failed; nested exception is liquibase.exception.LockException: Could not acquire change log lock. If you are having issues after an upgrade or after a server…
