Lab Overview

Overview of the Reporting Lab

Welcome to the Webex Contact Center Reporting Lab! This lab is designed to equip you with both foundational and advanced knowledge of Webex Contact Center Data and Analytics.

In this lab, you will:

  • Explore the key contact center personas and their roles.
  • Learn how Analyzer empowers these personas to extract vital business and operational KPIs.
  • Discover how to generate actionable insights to measure:
    • Contact Center Efficiency
    • Agent Performance
    • Customer Experience

Key Topics Covered 1. Webex Contact Center Analyzer
The primary reporting tool for the contact center, allowing you to visualize and analyze data.

  1. Utilizing Stock Reports & Dashboards
    Leverage pre-built reports and dashboards to get quick insights into your contact center’s performance.

  2. Creating Custom Reports
    Personalize your analytics by creating custom reports tailored to your specific business needs.

  3. Data Extraction Options
    Learn the different ways you can extract your data for further analysis or integration into other tools.

  4. AI generated auto CSAT score and Topic Analytics

  5. Survey Insights

This lab will guide you step-by-step through the Webex Contact Center Analyzer, enabling you to maximize the potential of your contact center data. By the end, you’ll have the skills to transform raw data into meaningful insights that drive informed decisions.