• Configuring Service Level Metrics in UCCX

    Applies to: Common Causes or Issues How to Configure and Analyze Service Level Metrics 1. Access the Service Level settings. 2. Edit Contact Service Queue. Available CSQ Service Level Statistics CSQ and Agent Call Details Still Need Help?  Email our support team at support@variphy.com or click the button below to…

  • Webex Calling Reporting Templates

    **Requires Edit to match environment Download Webex Calling Reporting Templates 911 Calls Report This report will provide total call usage for 911/Emergency calls from your Webex Calling platform, with user groupings and granular call history details included. **Call Queue Summary by Agent This report will show the number of calls…

  • Webex Calling Template – Manager Report

    This report will provide multi-direction searching for managers and their users. It will include high level summarization on both inbound (terminating) and outbound (originating) calls. Required Changes The report will need to be modified to specify the managers being searched.

  • Webex Calling Template – Location Summary Report

    This report will provide multi-direction totals for one or more locations. It will include high level summarization of outbound (originating) and inbound (terminating) calls. Required Changes The report will need to be modified to specify the Calling or Called Party Location being searched. You can select one or more locations…

  • Webex Calling Template – User Call History Report

    This report will provide multi-direction user searching. It will include high level summarization as well as the granular call history details based on the selected user(s). Required Changes The report will need to be modified to specify the user(s) being searched.

  • Webex Calling Template – Detail by Extension or Phone Number

    This report will provide multi-direction extension or Caller ID/Phone Number searching. It will include high level summarization as well as the granular call history details based on the inputted values or patterns. Required Changes The report will need to be modified to specify the extension(s) or CallerID/Phone Number(s) being searched….

  • Webex Calling Template – Call Queue Summary Report

    This report will show the number of calls coming into one or more call queues. It will also display the number of answered, not connected and queued calls with a few additional statistics.  Also included in the output will be a graphical summarization by hour for each call queue. Commonly…