Download All Webex Contact Center Templates:
Team Summary Report
Summarizes contact count, average duration, handled and abandoned counts and percentages, and average queue, handle, talk, and hold time by team, along with call volume charts by hour of day and day of week.
Team and Agent Summary Report
Shows the same team-level handle and abandonment metrics, then breaks down each agent’s presented, handled, and RNA (ring no answer) counts along with average handle, talk, ring, and wrap-up time.
Repeat Callers Report
Identifies customer numbers that contacted the center more than once during the reporting period, with contact count, average duration, and abandoned count per number, plus full call-by-call detail.
Call Queue Summary Report
Summarizes contact count, handled and abandoned counts and percentages, and average queue, handle, talk, and hold time by CSQ (queue), with volume charts by hour and day.
Call Detail Number Search Report
Returns event-level call detail for a searched customer number, including queue, agent, handle and talk time, and disposition, with related calls linked together by session. Available in PDF and XLS.
XLS:
Call Back Summary Report
Summarizes contact count, handled and abandoned counts and percentages, and average handle, talk, and hold time by queue, filtered to callback activity.
Agent Not Ready Summary Report
Shows each agent’s logged-in time, total Not Ready count, average duration, and percentage, broken out by reason code (Meeting, RONA, Agent Unavailable, Agent Declined, Lunch, and similar). Available in PDF and HTML.
HTML:
Abandoned Call Summary Report
Groups abandoned calls by customer number and queue, showing presented count, abandoned count, agent RNA count, and average and max abandoned duration.
