Webex Contact Center Analyzer Stock Reports

Publisher

Cisco Systems (help.webex.com)

URL

https://help.webex.com/en-us/article/t137o3/Webex-Contact-Center-Analyzer-Stock-Reports

Published

2026-06-19

Updated

unknown

Accessed

2026-09-22

HTTP status

200

License

Copyright Cisco Systems; help content made available for customer use; no-redistribution; short excerpts and locators only

Source notes citing this source

• The Webex Contact Center Analyzer Abandoned Contacts dashboard counts a contact as abandoned when it ends in IVR, during queue waiting time (including sequential or parallel queue waiting), or when an agent does not receive the call. in context
• The nine Webex Contact Center Analyzer Transition Reports correspond by name to Unified CCX stock historical reports, including the CSQ-based reports that have no equivalent elsewhere in the Analyzer stock catalog. inferred in context
• A shared report name between a Unified CCX stock report and a Webex Contact Center Analyzer Transition Report does not establish that the two reports compute the same metric from the same underlying events. inferred in context
• Webex Contact Center Analyzer ships nine stock reports under the report path Stock Reports > Transition Reports: Abandoned Call Detail Activity Report, Agent Call Summary Report, Agent Detail Report, Agent Summary Report, Application Summary Report, CSQ Activity Report by Window Duration, CSQ Agent Summary Report, CSQ All Fields Report and Multichannel Agent Summary. in context
• Every report under Webex Contact Center Analyzer's Transition Reports folder has a Table output type. in context
• The Analyzer stock-report definition of Contacts Abandoned counts contacts abandoned across channels, including customers who leave in IVR, while waiting in queue, or before an agent receives the contact. in context
• In Analyzer stock reports, Average Handle Time is (Sum of Hold Duration + Sum of Connected Duration + Sum of Wrapup Duration) divided by Count of Contact Session ID. in context
• In Analyzer stock reports, Contacts Handled is calculated as Sum of Outdial Connected Count plus Sum of Connected Count. in context
• The stock reports article groups reports under headings including Agent Reports, Agent Trace, Auxiliary Reports, Business Metrics, Callback Report, Contact Center Overview, Multimedia Reports, My Team and Queue Stats, and Transition Reports. in context
• Analyzer stock reports are pre-configured by Cisco to give a historical overview of contact center performance across agent efficiency, customer interactions and queue management. in context
• The Callback Report has a Failed Callback Retry Count measure that drills down to individual callback attempts and their termination reasons. in context
• The Analyzer Callback Report is at Stock Reports > Historical Reports > Callback Reports and is output as a table. in context
• The Callback Report records Callback Request Time (when the customer opted for the callback) and Callback Connected Time (when the agent and customer were connected). in context
• The Callback Report's Source of Callback field distinguishes web, chat, livecall, API and IVR origins. in context
• The Callback Report records callback status as Success (agent and customer connected), Not Processed (still pending) or Failure (connection attempt failed). in context
• The Callback Report records which party ended the interaction: Agent, Contact or System. in context
• The Callback Report's Type of Callback field distinguishes courtesy, scheduled, scheduled_personal and web callbacks. in context

Cite this source record

APA

WarmTransfer. (2026, June 19). Webex Contact Center Analyzer Stock Reports. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-t137o3-wxcc-analyzer-stock-reports

BibTeX

@misc{warmtransfer-cisco-help-t137o3-wxcc-analyzer-stock-reports,
  title  = {Webex Contact Center Analyzer Stock Reports},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-t137o3-wxcc-analyzer-stock-reports},
  note   = {Cisco Systems (help.webex.com), accessed 2026-09-22}
}