WxCC Dashboard Updates

ChangeLog for WxCC Dashboard

9 Apr 2025 (8:30pm AEST)

  • added agent calls out
  • added agent calls rejected
  • added agent state donut widget
  • added method to calculate abandonment rate based on abandoned < not-in-servicelevel (ask Atea Support if this needs to be enabled for your dashboard)
  • added method to calculate GOS (Grade of Service) based on calls handled < in-servicelevel / total calls (ask Atea Support if this needs to be enabled for your dashboard)

20 Mar 2025 (8:30pm AEDT)

  • added custom tags in dashboard layout edit to allow customer specific dashboard updates

4 Feb 2025 (6pm AEDT)

  • added fix in webhook receiver that was not setting the idleCode for some scenarios, causing an older code to show on the dashboard

3 Feb 2025 (9pm AEDT)

  • added an option to change the cell background color for specific NotReady Reason Codes (agent table widget only)

29 Jan 2025 (6pm AEDT)

  • added an option to hide the logo widget

27 Jan 2025 (9pm AEDT)

  • update to the websocket process in an attempt to address realtime updates from not being sent to the browsers

6 Dec 2024 (7am NZDT)

  • Added Skill Profile Name optional Queue column
  • Added Call Presented as optional Agent Column (agent table widget)
  • Added timeout on websocket sent (from server side)

27 Nov 2024 (7am NZDT)

  • Added Max Wait as optional Queue column
  • Added ASA (Average Speed of Answer) as optional Queue column
  • Added Avg Talk Time as optional Agent Column (agent table widget)
  • Added duration to OnHold state
  • Fixed Agent State Duration to not reset to 0:00 for on-hold and hold-done events

13 Sep 2024 (1pm NZDT)

  • Added pagination on dashboards list

19 Aug 2024 (7am NZST)

We have been trying to reconcile some differences in reporting of statistics between Atea WCCD Dashboard and the analyser reporting. We discovered that the Calls Handled statistic within Webex CC for both Historical and the Supervisor reporting seemed to exclude calls that an Agent had answered and then transferred. This in turn provides misleading statistics on how many calls Agents for a particular queue actually answered.

The Call Handled Statistic has variables associated with it:

  • Ended – a call answered by an Agent and then ended normally
  • Transferred Consultative – a Call answered by an Agent and then transferred as a consultative call
  • Transferred Blind – a Call answered by an Agent and then Blind transferred
  • De-queued – a call that exits the queue, however could be an answered call that is then manually transferred to another queue.

Our belief is that the Call Handled statistic shown in both the Dashboard stock reports and the supervisor analyser only includes “ended” calls, thus not providing an expected statistic that a Contact Centre Manager would see.

In general Calls Handled or Agent answered (as it is commonly called) would show all calls the Agent answers for a given queue regardless of what they did with that call once received. This stat is used for measuring Agent performance, workforce planning and other key KPI’s.

We intend to change ALL the related WCCD Queue stats to better reflect the real world and implement changes that allow the WCCD to be directly compared to the All Fields Report (Visualisation>Stock Report>Historical>Queue Reports - Queue All fields report) instead of the old Contact Centre Overview (Dashboard>Stock Report>Historical Reports)
The related WCCD stats are: Calls Presented, Calls Handled, Calls Abandoned, Calls Total, Avg TalkTime, Avg WaitTime, Grade of Service

Note: Expected service outage of <1min while the service restarts
Note: The updated stats will require Queue Records reporting to be enabled in the WxCC instance, please ask Cisco TAC for this to be done.

29 Jul 2024

  • Updated Webex Queue stats queries to exclude short calls from Presented/Handled/Abandoned (to match stats on Analyzer Contact Center Overview - Real-Time). Note: Expected service outage of <1min while the service restarts
  • Updated Queue Column Descriptions Info modal
  • Added optional queue column: Calls Short

16 Jul 2024

  • Fixed loading API server for US regions
  • Fixed Auth load on back button
  • Added search on Add Queues modal
  • Changed default widget layout to prevent overlap

21 Jun 2024

  • Added ++/-- on font size

15 Jun 2024

  • Fixed setting saved Font sizes on page load

14 Jun 2024

  • Fixed accessing logged in view of a dashboard for supervisors/editors

30 Apr 2024

  • Added options to agent sort to include Idle Code

29 Apr 2024

  • Added Dashboard Clone
  • Added Threshold Level Edit
  • Fixed QueueName disappearance on Talking/Wrapup for Outbound Calls
  • Server updates to replace various WebexCC deprecated API's

11 Mar 2024

  • Added TeamName (option on Agent Table)

4 Mar 2024

  • Added QueueName on Talking (option on Agent Table)

1 Mar 2024

  • Added QueueName on Wrapup (option on Agent Table)

27 Feb 2024

  • Added Queue Name Align option (option on Queue Table)

15 Nov 2023

  • Added Threshold Color options
  • Added Email & Chat widgets
  • Fixed rounding of GOS on Queues Widget with Queue Groups

3 Oct 2023

  • Added Queue Groups

6 Sep 2023

  • Added Wait Graph
  • Fixed Agent State

24 Jul 2023

  • Added 2nd Agent Sort

19 Jul 2023

  • Added Save Default Layout for Admin

18 Nov 2022

  • Added Agent Table Widget
  • Added Admin options to hide columns from Queues Widget
  • Added Admin option to add/remove Supervisors (available to Admin only)
  • Added Admin option to add/remove Editors (available to Admin & Supervisor)
  • Added Admin option to hide Calls Handled in Agent Widgets

14 Oct 2022

  • Added Total Calls Handled Widget
  • Added Avg Wait Widget
  • Added Admin option to set Logo URL
  • Added Admin option to sort Queues
  • Added Admin option to sort Agents