Cisco Webex Contact Center Analyzer User Guide

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/tajemk/Cisco-Webex-Contact-Center-Analyzer-User-Guide

Published

unknown

Updated

unknown

Accessed

2026-09-15

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Claims citing this source

• The guide's own census of record types disagrees with itself: 5 are named as record types, 4 repositories are named, and the visualization type list offers 4 without the Queue Record. disputed in context
• The child contact identifier does not appear in the Customer Session Record. fact in context
• The 14 columns common to all 5 record types are agent, site, team and channel dimensions, and none of them is a contact identifier. fact in context
• A consumer joining Webex Contact Center Analyzer record types to each other must use the contact session identifier, which 4 of the 5 record types carry. fact in context
• The contact session identifier appears in the Customer Session Record, the Customer Activity Record, the Agent Activity Record and the Queue Record, and not in the Agent Session Record. fact in context
• The Customer Insight table ships 28 of its 31 rows with an empty formula cell. field-pattern in context
• Customer Insight is described in prose as a record type or data source and does not appear in the table that names the record types. fact in context
• The Analyzer event sequence grid declares a spanning header of 19 columns, supplies 20 labels and carries 19 values per row. field-pattern in context
• The Analyzer guide names 5 record types: Customer Activity Record, Customer Session Record, Agent Activity Record, Agent Session Record and Queue Record. fact in context
• The Analyzer guide describes the Queue Record as a later addition to the original four record types (Customer Activity, Customer Session, Agent Activity, and Agent Session Records). fact in context
• No record type represents a transfer, a conference or a handoff as a row of its own. fact in context
• The Customer Session Record appendix ships the Terminated By row with its field-or-measure and data type cells empty, and the Queue Record table has the same gap on the same field. field-pattern in context
• The second-agent and destination-queue transfer fields appear only in the Customer Activity Record and the Queue Record, never on a session record. fact in context
• The record model is 2 activity and session pairs plus 1 leg record: an activity record is a single step and a session record is a sequence of them, on the customer side and the agent side, and the Queue Record is the only leg-shaped type. fact in context
• 136 field names appear in more than one appendix table by exact match and 138 when case is ignored, out of 598 rows across the 5 tables. fact in context
• Of the 136 shared field names, 49 mean the same thing in every table that carries them and 87 do not. fact in context
• Conference transfer in count is defined twice inside the Agent Session Repository table and once more in the ASR new-metrics change list; the Agent Activity Repository table does not carry the column at all. fact in context
• The Analyzer appendix publishes 5 field tables, introduced by 5 sentences of one template naming the customer session, customer activity, agent session, agent activity and queue repositories. fact in context
• The 5 introducing sentences share one template, so a search for the template finds every table where a search for known table names finds only the tables already known. field-pattern in context
• All 10 field-name collisions the corpus already held are confirmed by the census, and none turned out to agree across tables after all. fact in context
• Transfer count appears in 4 of the 5 appendix tables. fact in context
• Two further tables in the same appendix chapter use a different header shape from the 5 field tables and would be misattributed by a script that assigns tables to sections by position alone. field-pattern in context
• Swapped average consult formulas appear across 3 reports in the Analyzer guide. field-pattern in context
• The child contact identifier is the field that represents a consult to an entry point or dial number, and the value list for its accompanying child contact type is never published. fact in context
• The Customer Session Record event grid carries consulting and consult-done as events inside a single session, and every state sets the update-session-attributes action. fact in context
• The Analyzer guide describes Consult Success Count as incrementing on a failed dial number consult. disputed in context
• A consult to queue counts as a presented call: calls presented is the sum of the queue count, the consult to queue count and the outdial consult to queue count, and a handled consult lands in calls handled. fact in context
• The Analyzer guide ships 67 consecutive rows of the Customer Session Record appendix table with empty field and data type cells, 4 of them outdial consult columns. field-pattern in context
• The Customer Session Record does not split on a consult: after the agent completes the transfer and wraps up, the record continues updating until either the customer or the consulted party disconnects. fact in context
• The Analyzer guide defines the column Conference Transfer In Count twice in the table it introduces as the Agent Session Repository, once scoped to inbound only and once to both inbound and outbound; outdial is carried by a separately named column Outdial Conference Transfer In Count; an earlier corpus reading named a duplicated answer seizure ratio column and no column of that name occurs in the guide. field-pattern in context
• Four different identifiers join the parts of a transferred call: a contact session identifier inside Webex Contact Center, a child contact identifier for a consult to an entry point or dial number, a correlation identifier within Webex Calling, and a transfer related call identifier across a transfer. fact in context
• Webex Contact Center generates a new Queue Record for consult activities, tracking metrics such as consult count and duration, and the record remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends. fact in context
• The Queue Record carries a call leg identifier and a call leg count described as the number of call-leg records per interaction, and a blind or consult transfer ends the current record and starts a new one. fact in context
• The 216-row appendix table in the Analyzer guide is the Customer Session Record, and the 112-row table is the Queue Record, on the guide's own sentences introducing each. fact in context
• Conference transfer in count is defined twice in the Agent Session Repository table with different scopes: inbound only and both inbound and outbound. disputed in context
• Consult count includes consults to external numbers in the Customer Session Record and is limited to inbound agent to agent consults in the agent session and queue records. fact in context
• 8 further field names carry different meanings across record types: current state, reason, transfer count, consult count, handle type, is within service level, routing type and connected duration. field-pattern in context
• No sentence in the Analyzer guide describes what happens to the Customer Session Record at a transfer to an entry point; the record-ends-and-restarts language is scoped to the Queue Record. fact in context
• Handle type takes 3 values in the Customer Session Record and 5 in the Queue Record. fact in context
• Whether an interaction met the service level is calculated on the first queue in one record type and on the last queue in another. disputed in context
• 67 consecutive rows of the Customer Session Record table publish an empty field or measure and an empty data type, 4 of them outdial consult columns. field-pattern in context
• The Customer Session Record carries a first queue identifier, a final queue identifier and a single contact start and end timestamp. fact in context
• Transfer count is a source-side count of consult transfers in the Customer Session Record and a destination-side count of transfers of any kind in the Queue Record. fact in context
• Blind transfer count carries 4 definitions across 3 record types in the Analyzer appendix, and the Queue Record section defines it twice. disputed in context
• Cisco states that several records may be created for a single interaction when a call is routed between queues or entry points, whether by flow configuration or by an agent's transfer. fact in context
• Cisco states that a Queue Record is created when a call enters the contact centre via an entry point, and that when the contact flow changes because of a blind or consult transfer to an agent, a number, a queue or an entry point, the current record ends and a new record starts. fact in context
• A report's field set fitting a record type's table is evidence that the report draws on it and not proof, because the tables share most of their field names. inference in context
• 15 of the 91 reports use a field name that carries more than one meaning across appendix tables. fact in context
• 17 of the 91 stock reports publish no field list at all, being card or chart shaped rather than tabular. fact in context
• Matching each stock report's field list against the 5 appendix tables attributes 29 of the 91 reports uniquely, leaves 8 ambiguous between named tables and 54 unattributable. fact in context
• The Customer Session Record table is close to a superset of the other 4 appendix tables, so a field set matching it is weak evidence that a report draws on it. inference in context
• The corpus records that 16 Analyzer field names must never be quoted without a record type and does not list them. field-pattern in context
• 34 of the 91 stock reports carry fields that no single appendix table holds, so their fields are satisfied only by 2 or 3 tables together. fact in context
• The agent transferred in count excludes blind transfers, and the guide lists the 5 blind transfer paths it excludes: to a different queue, to an entry point, to an agent, to the same queue and to a number. fact in context
• The calls handled formula for a queue subtracts the blind transfer to agent count and the agent transferred in count from the connected and consult-to-queue handled counts. fact in context
• The exclusion of call legs whose leg type is conference is stated once in the Analyzer guide, in the key metrics of the queue-based reports. fact in context
• Cisco states that a new record is generated for consult activities and remains active until the consultation ends, a conference is initiated, the call is transferred to another agent, or the call ends. fact in context
• Calls presented to a queue include both direct calls and consultation requests. fact in context
• Consult to entry point carries its own count and duration pair in the Customer Session Record only, where the consult to queue pair appears in the customer session, agent session and queue records alike. fact in context
• Cisco states that after a consulted party answers and the agent completes the transfer and wraps up, the Customer Session Record continues updating until the customer or the consulted party disconnects. fact in context
• The field names left untyped in the Customer Session Record table appear typed in the agent session and queue record tables, so the values are recoverable, and no source states that a field typed for one record type carries that type for another. inference in context
• Three lists in the Analyzer guide enumerate 4 record types without the Queue Record, and the appendix states that the Queue Record was added as a new record type to the existing 4. disputed in context
• The field Number of Opt-outs is a per-day count of contacts that opted out of a queue in the Customer Session Record and a per-call-leg flag valued 1 or 0 in the Queue Record. disputed in context
• The Customer Session Record carries separate counters for agent to entry point, agent to queue, blind, entry point to entry point, entry point to queue, post-consult transfer and transfer in to entry point, and 5 of the 7 appear in no other record type. fact in context
• The 67-row span of empty field and data type cells sits in the 216-row Customer Session Record table and not in the Queue Record table, whose 112 rows carry 1 such row. field-pattern in context
• Cisco states that the count of calls transferred to an external number may require a feature flag enabled through Cisco Support before it increments. fact in context
• At least one field name carries byte-identical descriptions in 2 tables and different data types, so a comparison of descriptions alone counts it as agreeing. field-pattern in context
• Of the 87 Analyzer field names that differ across appendix tables, 60 are reworded descriptions of one measure, 11 differ in scope, 8 differ in subject and 8 contradict. fact in context
• A comparison of description strings cannot decide every case, and the classification leaves at least one field whose subject is ambiguous in its own wording. inference in context
• 16 Analyzer field names must never be quoted without their record type, because in different tables they are about different subjects or state incompatible things. fact in context
• Of the 67 untyped Customer Session Record rows, 30 have a type recoverable from another table, 37 do not, and one name is untyped in every table it appears in despite carrying an identical written description in each. fact in context
• The customer activity table gives the second team identifier and the second team name each other's description. field-pattern in context
• A sudden disconnected count field is published in 4 reports with a note that it is not used and will not be populated. field-pattern in context
• The agent call summary report counts a call's details against the last agent to handle it, so a transferred call is attributed to the agent it was transferred to and not to the agent who answered it. fact in context
• The Analyzer user guide and the Customer Assist article both return the same rendered content hash as when they were first retrieved on 2026-09-05 while both return different raw byte hashes, so the pages churn without the articles changing. field-pattern in context
• Blind transfer carries 3 incompatible definitions across the agent details report, the customer session record report and the queue reports. disputed in context
• Three reports, agent details, site and team, publish an average consult answer time computed from total consult duration over consult count, and an average consult time computed from consult answer duration over consult answer count. field-pattern in context
• Of the 86 parameter tables in the stock reports chapter, 37 count the contact session identifier, and 3 key on the agent session identifier instead. fact in context
• The CSQ agent summary report description states that an agent can handle calls for multiple queues, which is the guide's only warning anywhere in the chapter that one entity occupies several rows of one report. fact in context
• The stock report descriptions settle what one row counts for 9 reports: agent summary by agent, application summary by application, queue abandoned chart by queue, total handled card by channel type, average wrapup time card by channel, AI QM team performance at agent level, agent statistics by queue in real time by agent and queue, CSQ agent summary by queue and agent, and the usage report by site and month and day. field-pattern in context
• Four reports are filed in one folder by the navigation tree and a different one by the path printed inside the report so the folder counts differ by tree and by path. field-pattern in context
• The 91 stock reports sit in 4 folders: 50 historical 31 real-time 9 transition and 1 business metric. fact in context
• A heat map cannot be generated for a report without a column segment and only 2 of the 91 stock reports have one. inference in context
• Where a row unit can be determined it is usually compound: the common pattern pairs an entity with a channel type so a row is one agent-channel or one queue-channel rather than one agent or one queue. fact in context
• A stock report can only be changed by copying it and a card-type report cannot be copied so the 9 card reports cannot be modified at all. fact in context
• The Analyzer guide ships 91 stock reports: 1 business metrics, 50 historical, 31 real-time and 9 transition reports. fact in context
• 90 report sections in the stock reports chapter publish a report path line, and a further 21 headings in the same chapter carry no report path, some of which are folder headings and some of which are report sections. field-pattern in context
• The stock reports chapter states no record type for a report: the phrases record type and data source do not occur in it, and only 5 of the 91 reports name the repository they draw on. fact in context
• No stock report has a transfer as its row unit, and the only report whose stated subject is a conversation moving between Webex Contact Center and Webex Calling is the unified call summary. fact in context
• No stock report has a transfer a consult a conference or a handoff in its name and 1 of the 91 descriptions mentions a transfer. fact in context
• Exactly one stock report description in the Analyzer guide uses the word row at all, the agent summary report, which states that it contains one row for each agent. fact in context
• The real-time contact centre overview does not display data for an agent who is currently on a call and shows only available agents. fact in context
• The queue-based reports exclude call legs whose leg type is conference. fact in context
• A refresh of a real-time report selects every checkbox in the filter list so a filtered view widens to everything at the refresh boundary. fact in context
• The stock reports carry a 13-month reporting window, default caps of 100000 grid rows and 10000 chart rows, a 30000-record cap on the survey response report, and a time picker at 15-minute granularity. fact in context
• The guide states in prose what one row represents for exactly 1 of the 91 reports and leaves the row unit undeclared for 58 of them. fact in context
• The guide states 13 months of reporting availability and also carries a last-7-days filter on the interval parameter of 19 report tables without saying whether that is a default or a cap. disputed in context
• Of the 90 stock report descriptions that publish a report path, 13 contain any phrase that distributes the report over a dimension, such as for each, per, broken down by or categorized by, and the other 77 state only a subject. field-pattern in context
• The unified call summary drill-down publishes a transfer related call identifier, described as linking a call detail record segment to a related transfer event and used to reconstruct the full call chain. fact in context
• Blind transfer and consult transfer are named as transfer types in one place, the agent outdial statistics drill-down. fact in context
• The transition folder is where the row unit is named: 3 of its 9 descriptions distribute the report over a dimension against 6 of 48 historical and 3 of 32 real-time, so the reports carried over from the express product are about three times as likely to say what a row is. inference in context
• The report with plainly named transfer columns sits in the transition folder built for customers moving from the express contact centre product. fact in context
• The usage report is the one stock report the guide says cannot be modified or updated, and it is also the only report in the business metrics folder. fact in context
• The average wrapup time card publishes a value for each individual channel and a value for overall channels in the same report, so the report contains both per-channel rows and an aggregate row and summing the column double counts every interaction. field-pattern in context
• The reporting schema carries 4 monitoring counters: silent monitoring, mid-call monitoring, full monitoring and total monitoring. fact in context
• A check box named Use Invisible Mode hides a live monitoring session from other users. fact in context
• The reporting schema defines the is-barged field as indicating whether the call was monitored, which is the definition it also gives the is-monitored field. field-pattern in context
• Supervisor monitoring and barge-in are recorded in the Webex Contact Center reporting schema, which carries the monitoring supervisor's name and identifier, the monitoring start and end timestamps, the monitoring duration, error and hold counts, and separate barged-in count, duration and failed counts. fact in context
• The reporting schema carries whisper coaching counters and an is-coached flag, and the words coach and whisper do not occur in any of the 3 supervisor articles. fact in context
• Activity Span is milliseconds of customer engagement in the Customer Session Repository and seconds of agent engagement in the other 4 tables. fact in context
• A recount matching the whole first cell finds 137 field names in more than one appendix table and 86 with differing descriptions where the corpus holds 136 and 87. field-pattern in context
• Channel Type is described as the number of media channels agents are logged in to in the Customer Session Repository and as the media type of the contact in 3 other tables. fact in context
• Current State and Reason describe the contact in the Customer Session Repository and the Queue Record and the agent in the Agent Session Repository. fact in context
• Handle Type takes 3 values in the Customer Session Repository including short and 5 in the Queue Record which do not include short. fact in context
• Is Within Service Level is stated to be calculated on the first queue in the Customer Session Repository and on the last queue in the Queue Record. fact in context
• Second Team ID and Second Team Name each appear in 2 appendix tables so the swapped pair is inside the shared-name census rather than outside it. field-pattern in context
• A reproducible recount finds 12 names in the subject and contradiction classes where the corpus recorded 16; the 16 cannot be checked because its members were never listed. field-pattern in context
• Twelve Analyzer field names are about a different subject or state incompatible things in different appendix tables: Abandoned Type Activity Span Channel Type Current State Handle Type Is Within Service Level Number of Opt-outs Reason Transfer Count Second Team ID Second Team Name and Agent Skills. fact in context
• The Analyzer schema carries 3 whisper-specific coaching fields and a generically named flag recording whether an agent is being coached. field-pattern in context
• The corpus documents what survives a transfer across 4 topics: this one for the records the reports and the desktop behaviour, a recording artefacts topic for the recording the transcript and the summary, a consult artefacts topic for what a consult leaves on the Webex Calling side, and a workforce optimisation integration topic for what a transferred interaction becomes outside the contact centre. field-pattern in context

Cite this source record

APA

WarmTransfer. (2026, September 15). Cisco Webex Contact Center Analyzer User Guide. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-tajemk-wxcc-analyzer-user-guide

BibTeX

@misc{warmtransfer-cisco-help-tajemk-wxcc-analyzer-user-guide,
  title  = {Cisco Webex Contact Center Analyzer User Guide},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-tajemk-wxcc-analyzer-user-guide},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-15}
}