WarmTransfer
cdr analytics · published

What the Analyzer stock reports publish

Verified 2026-09-15 · 38 sources · tier 2 · 3 disputed

Also known as Agent Session Repository, Conference Transfer In Count, Transition Reports, row segment, transfer related call ID.

Disputed: 3 sources below carry conflicting evidence.

The Analyzer user guide ships 91 stock reports grouped into 1 business metrics, 50 historical, 31 real-time, and 9 transition reports 20. These reports operate under published platform limits, including 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 29.

Folder structure and report organization

The 91 stock reports are filed across 4 folders: 50 historical, 31 real-time, 9 transition, and 1 business metric 16. In the field, 4 reports are placed in one folder by the navigation tree and a different folder by the path printed inside the report, creating conflicting folder counts between the tree and the paths 15. In the field, 90 report sections publish a report path line, while a further 21 headings in the chapter lack a report path, spanning folder headings and report sections 21. In the field, 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, showing that the pages churn without the articles changing 9.

Data sources and row granularity

The stock reports chapter does not state a record type for any report, omitting the phrases "record type" and "data source" entirely, and only 5 of the 91 reports name the underlying repository 22. For common keys, 37 of the 86 parameter tables count the contact session identifier, while 3 parameter tables key on the agent session identifier 12.

The prose guide explicitly states what a single row represents for exactly 1 of the 91 reports, leaving the row unit undeclared for 58 reports 30. Exactly 1 stock report description uses the word "row"—the agent summary report, which notes that it contains 1 row for each agent 25. In the field, 13 of the 90 descriptions that feature a report path distribute the report over a dimension using phrasing like "for each," "per," "broken down by," or "categorized by," whereas the remaining 77 descriptions state only a subject 32.

In the field, descriptions settle what 1 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 14.

WarmTransfer's reading of the sources is that descriptions in the transition folder name the row unit roughly 3 times as often as other folders, with 3 of 9 transition descriptions naming a dimension compared to 6 of 48 historical and 3 of 32 real-time descriptions 35. When a row unit can be determined, it is usually compound, commonly pairing an entity with a channel type (such as agent-channel or queue-channel) rather than a single entity 18.

The CSQ agent summary report description provides the guide's only warning that an entity can span multiple rows, noting that an agent can handle calls for multiple queues 13. In the field, the average wrapup time card publishes values for each individual channel alongside an aggregate value for overall channels, resulting in mixed row grains that double-count interactions if the column is summed 38.

Transfers, consults, and call legs

No stock report has a transfer as its row unit, and the unified call summary is the only report whose stated subject is a conversation moving between Webex Contact Center and Webex Calling 23. Furthermore, no stock report includes the words transfer, consult, conference, or handoff in its name, and only 1 of the 91 report descriptions mentions a transfer 24. Reports designed with plainly named transfer columns sit in the transition folder built for migrations from the express contact center product 36. In the agent call summary report, call details count against the last agent to handle the call, attributing transferred calls to the recipient rather than the initial answering agent 8.

The unified call summary drill-down publishes a transfer related call identifier used to link a call detail record segment to a related transfer event and reconstruct the full call chain 33. Blind transfer and consult transfer are named as transfer types in only 1 location: the agent outdial statistics drill-down 34. Queue-based reports exclude call legs whose leg type is conference 27.

Reporting behavior and metric anomalies

Sources disagree on the definition of blind transfer, which carries 3 incompatible definitions across the agent details report, the customer session record report, and the queue reports 10. Sources disagree on reporting availability: 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 31.

In the field, 3 reports—agent details, site, and team—calculate average consult answer time as total consult duration divided by consult count, while calculating average consult time as consult answer duration divided by consult answer count 11. In the field, a sudden disconnected count field is published in 4 reports (agent details, site, team, and agent trace) alongside a note stating it is unused and will not be populated 7.

For real-time views, refreshing a report reselects every checkbox in the filter list, widening any filtered view back to all items at the refresh boundary 28. The real-time contact center overview dashboard hides agents who are currently on a call, displaying data only for available agents 26.

Customizing stock reports requires copying them, but the 9 card-type reports cannot be copied and therefore cannot be modified 19. The usage report, which is the sole report in the business metrics folder, is documented as a stock report that cannot be modified or updated 37. Furthermore, WarmTransfer's reading of the sources is that heat maps cannot be generated for reports lacking a column segment, leaving heat maps unavailable on all but the 2 stock reports that provide one 17.

See also

See also The Analyzer record model. See also Which record type each Analyzer report draws on. See also What a transferred call leaves behind across Cisco products. See also Records and fields that represent a consult or a transfer. See also Webex Contact Center Analyzer and reporting model. See also The Queue Record and what a queue counts at a transfer.

Applicability

Applies to: Cisco Webex Contact Center and Cisco Webex Contact Center Analyzer. Sources checked 2026-09-15.

What remains uncertain

Which of the 3 blind transfer definitions is operative is not covered by the sources below. What a row counts for the reports whose description settles nothing is not covered by the sources below. The record type behind the stock reports no single appendix table can account for is not covered by the sources below. Why Conference Transfer In Count carries 2 scopes under 1 name is not covered by the sources below. Whether the grid row cap is 100000 or 10000 is not covered by the sources below. Which chapter headings without a report path are reports is not covered by the sources below.

See also

Part of

Related to

Referenced by

Sources

  1. 1
    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 report
    Cisco Webex Contact Center Analyzer User Guide · Appendix, the table the guide introduces as the Agent Session Repository · Checked 2026-09-15
  2. 2
    Conference transfer in count is defined twice in the Agent Session Repository table with different scopes: inbound only and both inbound and outbound.disputed
    Cisco Webex Contact Center Analyzer User Guide · Appendix, the table the guide introduces as the Agent Session Repository · Checked 2026-09-15
  3. 3
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter parameter tables matched against the 5 appendix tables · Checked 2026-09-15
  4. 4
    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.
    Cisco Webex Contact Center Analyzer User Guide · Queue Activity by Queue, Calls Handled, formula column · Checked 2026-09-05
  5. 5
    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.
    Cisco Webex Contact Center Analyzer User Guide · Queue-based Reports, Key Metrics in Queue-based Reports · Checked 2026-09-05
  6. 6
    Calls presented to a queue include both direct calls and consultation requests.
    Cisco Webex Contact Center Analyzer User Guide · Queue-based Reports, Key Metrics, Calls Presented to Queue · Checked 2026-09-05
  7. 7
    A sudden disconnected count field is published in 4 reports with a note that it is not used and will not be populated.field report
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, Agent Details Site Team and Agent Trace · Checked 2026-09-15
  8. 8
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, Transition Reports, Agent Call Summary Report · Checked 2026-09-15
  9. 9
    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 report
    Cisco Webex Contact Center Analyzer User Guide · rendered hash comparison against the stored values for both sources · Checked 2026-09-15
  10. 10
    Blind transfer carries 3 incompatible definitions across the agent details report, the customer session record report and the queue reports.disputed
    Cisco Webex Contact Center Analyzer User Guide · Agent details, customer session record and queue report parameter tables · Checked 2026-09-05
  11. 11
    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 report
    Cisco Webex Contact Center Analyzer User Guide · Agent details, site and team report parameter tables · Checked 2026-09-05
  12. 12
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter, report formulas · Checked 2026-09-05
  13. 13
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, Transition Reports, CSQ Agent Summary Report · Checked 2026-09-15
  14. 14
    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 report
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, the descriptions of the 9 named reports · Checked 2026-09-15
  15. 15
    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 report
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, the navigation tree against the report path lines · Checked 2026-09-15
  16. 16
    The 91 stock reports sit in 4 folders: 50 historical 31 real-time 9 transition and 1 business metric.
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, the stock reports navigation tree · Checked 2026-09-15
  17. 17
    A heat map cannot be generated for a report without a column segment and only 2 of the 91 stock reports have one.inferred
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, visualization attributes and the row segment markers · Checked 2026-09-15
  18. 18
    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.
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, the row segment markers across the stock reports chapter · Checked 2026-09-15
  19. 19
    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.
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, the conditions for copying a stock report · Checked 2026-09-15
  20. 20
    The Analyzer guide ships 91 stock reports: 1 business metrics, 50 historical, 31 real-time and 9 transition reports.
    Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter, report list · Checked 2026-09-05
  21. 21
    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 report
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, report path lines · Checked 2026-09-15
  22. 22
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter, counted against the rendered text · Checked 2026-09-05
  23. 23
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter, all 91 reports · Checked 2026-09-05
  24. 24
    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.
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, the 91 report names and descriptions · Checked 2026-09-15
  25. 25
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, Transition Reports, Agent Summary Report · Checked 2026-09-15
  26. 26
    The real-time contact centre overview does not display data for an agent who is currently on a call and shows only available agents.
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, Contact Center Overview Real-Time · Checked 2026-09-15
  27. 27
    The queue-based reports exclude call legs whose leg type is conference.
    Cisco Webex Contact Center Analyzer User Guide · Queue-based reports, scope note · Checked 2026-09-05
  28. 28
    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.
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, filtering a real-time report · Checked 2026-09-15
  29. 29
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock reports chapter, limits · Checked 2026-09-05
  30. 30
    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.
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, the stock reports chapter · Checked 2026-09-15
  31. 31
    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
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, the retention statement against the filter column of the report tables · Checked 2026-09-15
  32. 32
    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 report
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, report descriptions · Checked 2026-09-15
  33. 34
    Blind transfer and consult transfer are named as transfer types in one place, the agent outdial statistics drill-down.
    Cisco Webex Contact Center Analyzer User Guide · Agent outdial statistics drill-down · Checked 2026-09-05
  34. 35
    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.inferred
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, descriptions grouped by the folder named in the report path · Checked 2026-09-15
  35. 36
    The report with plainly named transfer columns sits in the transition folder built for customers moving from the express contact centre product.
    Cisco Webex Contact Center Analyzer User Guide · Analyzer user guide, Agent Call Summary Report · Checked 2026-09-15
  36. 37
    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.
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, Business Metrics, Usage Report · Checked 2026-09-15
  37. 38
    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 report
    Cisco Webex Contact Center Analyzer User Guide · Stock Reports chapter, Historical Reports, Team and Queue Stats, Average Wrapup Time Card · Checked 2026-09-15

Documents

tier 2 current vendor documentation

Cisco Webex Contact Center Analyzer User Guide

Cisco Systems, Inc. (Webex Help Center) · 2026-09-02 · accessed 2026-09-16

Cite this page

APA

WarmTransfer. (2026, September 15). What the Analyzer stock reports publish. WarmTransfer. https://warmtransfer.net/knowledge/wxcc-analyzer-stock-reports

BibTeX

@misc{warmtransfer-wxcc-analyzer-stock-reports,
  title  = {What the Analyzer stock reports publish},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/wxcc-analyzer-stock-reports},
  note   = {Verified 2026-09-15}
}