Applies to: Common Causes or Issues Interactive Walkthrough How to View Computed Call Duration 1. Run your call search. A. In Call Analytics Reporting, open the History tab. B. Run a search to return the calls you want to review. 2. Open Show/Hide Columns. A. Click Show/Hide Columns to open the Configure Visible Detail Columns dialog. 3. Search for…
Applies to Common Causes or Issues Use Variphy’s Provisioning tool to create Webex workspaces on demand, without logging in to the Webex Control Hub. With a Create Workspace job you can: Interactive Walkthrough How to Create a Workspace 1. Open Provisioning A. Click the App Launcher icon in the top-left corner of the screen. …
Applies to: Common Causes or Issues Interactive Walkthrough How to Enable Dashboard Sharing 1. Open the dashboard sharing menu. A. Click the “⋮” (three dots) icon next to the dashboard dropdown. B. Select Share from the menu. 2. Enable sharing. A. Toggle Share Dashboard to Users and/or Groups on. How to Add a Shared User 1. Choose a…
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.
