Executive Summary
Overall contact center performance — source: Queue Stats + CDR
Total Calls
540
Queue Stats
Calls Answered
472
87.4% answer rate
Calls Abandoned
68
12.6% abandon rate
AHT
2:51
Avg Handle Time
Avg Wait Time
0:29
before answer
Calls Overflowed
8
exited queue
Call Volume — Last 7 Days
Answered vs Abandoned — source: CDR (Answered field)
Call Outcome Distribution
Source: CDR → Call outcome field
AHT vs Avg Wait Time by Day
Minutes — source: Queue Stats (Avg Handle Time / Avg Wait Time)
Abandon Rate Trend
% — source: Queue Stats (% Abandoned Calls)
Queues
Source: Call Queue Stats Report — one row per queue
Total Calls
540
Trias Flowers HQ
Answered
472
87.4%
Abandoned
68
12.6%
Overflowed
8
0 timed out
Queue Time Breakdown
Total Talk / Hold / Wait — HH:MM:SS from Queue Stats
Calls Distribution
Answered / Abandoned / Overflowed / Timed Out
Queue Detail
📗 Source: Call Queue Stats| Queue | Location | Phone | Ext | Total | Answered | Answer% | Abandoned | Abandon% | AHT | Avg Wait | Avg Abandon Time | Overflowed | Timed Out | Transferred | Avg Agents |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
| Trias Flowers | HQ | 13056655300 | 898 | 540 | 472 | 68 | 0:02:51 | 0:00:29 | 0:00:28 | 8 | 0 | 0 | 11.3 |
Agent Capacity vs Call Load
Avg Agents Assigned (11.6) vs Avg Agents Handling (11.05) — source: Queue Stats
Agents
Derived from CDR — filter: UserType=CallCenterPremium, Direction=TERMINATING
Active Agents
18
CDR-derived
Top Agent
342
Calls — M. González
Avg AHT
4:32
AVG(Duration) CDR
Avg Hold Time
0:22
AVG(Hold Duration) CDR
Top 8 Agents — Calls Handled
COUNT where Answered=TRUE, UserType=CallCenterPremium
AHT by Agent
AVG(Duration in seconds) — CDR field: Duration
Agent Detail
| Agent | Calls Handled | Calls Missed | AHT | Avg Talk Time | Avg Hold Time | Avg Ring Time | Success Rate |
|---|---|---|---|---|---|---|---|
| María González | 342 | 8 | 3:12 | 2:55 | 0:17 | 0:08 | |
| Carlos Martínez | 298 | 12 | 6:45 | 6:10 | 0:35 | 0:10 | |
| Ana Rodríguez | 276 | 5 | 4:10 | 3:52 | 0:18 | 0:09 | |
| Luis Herrera | 241 | 18 | 5:30 | 5:05 | 0:25 | 0:12 | |
| Sofía Castro | 228 | 22 | 7:22 | 6:44 | 0:38 | 0:11 | |
| Roberto Díaz | 209 | 4 | 2:55 | 2:48 | 0:07 | 0:07 |
DIDs
Source: CDR — grouped by Called number field
Calls by DID
Total volume per inbound number — CDR: Called number
Answer Rate by DID
Answered=TRUE / Total per number
DID Detail
| Number (Called number) | Total | Answered | Missed | Answer Rate | Avg Duration | Direction |
|---|---|---|---|---|---|---|
| 13056655300 | 540 | 472 | 68 | 2:51 | TERMINATING | |
| 13057490316 | 124 | 118 | 6 | 1:45 | TERMINATING |
Abandoned Calls
Source: CDR filter —
Answered=FALSE + QueueType=CallQueue + Direction=TERMINATINGTotal Abandoned
68
12.6% of total calls
Avg Wait Before Abandon
0:28
AVG(Ring Duration) CDR
Total Abandoned Time
5:20:26
Queue Stats field
Overflowed
8
Left queue — overflow
Abandoned by Hour of Day
When do callers hang up most — CDR: Start time
Wait Time Distribution
Seconds waited before abandoning — CDR: Ring Duration
Abandoned Call Detail
| Date/Time (Start time) | Calling Number | Called Number (DID) | Wait (Ring Duration) | Original Reason | Outcome Reason |
|---|
CDR Detail
Full call records — Webex Detailed Call History — filtered: UserType=CallCenterPremium + Direction=TERMINATING
Call Detail Records
| Start Time | Answer Time | Release Time | Calling Number | Called Number | User (Agent) | Duration | Hold Duration | Ring Duration | Answered | Call Outcome | Outcome Reason | User Type | Queue Type | Direction |
|---|
📐 Metrics Methodology
How every metric is calculated — data sources, formulas, and interpretation guide
CDR — Webex Detailed Call History
QS — Call Queue Stats Report
Both reports pulled via Power Automate → stored in SharePoint Lists → rendered here
AHT — Average Handle Time
Source: Queue Stats
AHT measures the average total time an agent spends on a call, including talk time and hold time. It does not include wait/ring time before the agent answers.
// Queue Stats Report field:
AHT = Avg Handle Time
// If calculating from CDR:
AHT = AVG(Duration)
where Answered = TRUE
and UserType = CallCenterPremium
and Direction = TERMINATING
// AHT components:
AHT = Avg Talk Time + Avg Hold Time
= AVG(Duration – Hold Duration)
+ AVG(Hold Duration)
Current value for Trias Flowers: 0:02:51 (171 seconds)
🟢 GoodAHT < 4:00
🟡 Review4:00 – 6:00
🔴 AlertAHT > 6:00
Abandon Rate
Source: Queue Stats (summary) + CDR (detail)
Percentage of callers who hung up before being connected to an agent. Webex does not include this in basic reports — it must be read from the Queue Stats report or calculated from CDR.
// From Queue Stats (direct field):
Abandon Rate = % Abandoned Calls
Abandoned Count = Abandoned Calls
// From CDR (for detail per call):
Filter CDR where:
Answered = FALSE
Queue Type = “CallQueue”
Direction = “TERMINATING”
// Abandon Rate formula:
Abandon Rate = Abandoned Calls / Total Calls × 100
= 68 / 540 × 100 = 12.6%
🟢 GoodAbandon Rate < 5%
🟡 Review5% – 8%
🔴 Alert> 8% ← Trias is at 12.6%
Service Level (SL)
Source: Queue Stats (% Answered) / Webex Config
Service Level measures the % of calls answered within a defined threshold (typically 20 or 30 seconds). Webex Queue Stats does not export SL directly unless configured with a threshold in Webex Control Hub.
// If SL threshold is configured in Webex:
SL = Calls answered within X seconds / Total Calls × 100
// Approximation using Queue Stats:
SL ≈ % Answered Calls
= 472 / 540 × 100 = 87.4%
// Precise SL from CDR:
SL = COUNT(Answered=TRUE AND Ring Duration ≤ 20)
/ COUNT(Total Calls) × 100
⚠️ To get true SL per-threshold, configure the SL target in Webex Control Hub under the queue settings, then it will appear in Queue Stats.
🟢 GoodSL ≥ 80%
🟡 Review70% – 80%
🔴 AlertSL < 70%
Wait Time / ASA
Source: Queue Stats + CDR
Wait Time (also called ASA — Average Speed of Answer) is the average time a caller waits in queue before an agent answers. Different from AHT.
// From Queue Stats (direct field):
Avg Wait Time = Avg Wait Time ← 0:00:29
Total Wait Time = Total Wait Time ← 38:22:35
// From CDR (per call):
Wait Time per call = Ring Duration
ASA = AVG(Ring Duration)
where Answered = TRUE
// Avg Abandon Wait (how long before they hung up):
Avg Abandon Time = AVG(Ring Duration)
where Answered = FALSE
= 0:00:28 ← Queue Stats field
🟢 GoodASA < 0:30
🟡 Review0:30 – 1:30
🔴 AlertASA > 1:30
Agent Metrics (CDR-derived)
Source: CDR only — Agent Activity Report empty
Since the Agent Activity Report comes empty, all agent metrics are derived from the CDR by grouping records where the agent is the terminating party of a CallCenterPremium call.
// CDR filter for agent records:
WHERE User type = “CallCenterPremium”
AND Direction = “TERMINATING”
AND User IS NOT NULL
// Then group by User (agent name):
Calls Handled = COUNT(Answered = TRUE)
Calls Missed = COUNT(Answered = FALSE)
AHT = AVG(Duration)
Avg Talk Time = AVG(Duration – Hold Duration)
Avg Hold Time = AVG(Hold Duration)
Avg Ring Time = AVG(Ring duration)
Success Rate = COUNT(Call outcome=”Success”) / COUNT(*) × 100
⚠️ Not available from CDR: Login time, availability status, wrap-up time. These require Agent Activity Report to be populated in Webex.
CDR Deduplication
Critical — each call generates multiple CDR rows
Each call in Webex generates 2 to 4 CDR records (call legs) sharing the same Correlation ID. Without deduplication, all metrics will be inflated 2-3x.
1
TERMINATING + CallCenterPremium — The queue receiving the call ← USE THIS ROW
2
ORIGINATING + VirtualLine — System re-routing ← discard
3
TERMINATING + VirtualLine — Intermediate leg ← discard
4
ORIGINATING + SIP_ENTERPRISE — Outbound leg ← discard
// Power Automate condition to keep only master record:
KEEP where:
User type = “CallCenterPremium”
AND Direction = “TERMINATING”
AND Queue Type = “CallQueue”
// This eliminates duplicate legs by Correlation ID
Data Pipeline
How data flows from Webex to this dashboard
1
Webex API — Power Automate sends HTTP GET with Bearer token every 6 hours (or on-demand)
2
Parse JSON — Power Automate extracts fields, converts HH:MM:SS to seconds, applies deduplication filter
3
SharePoint Lists — NP_QueueStats and NP_CallDetail lists updated via “Create Item” action, tagged with ClientID
4
This Dashboard — Fetches from SharePoint REST API, filters by ClientID, renders charts and tables
// Update frequency:
Scheduled: Every 6 hours (00:00, 06:00, 12:00, 18:00)
On-demand: Refresh button → triggers HTTP flow
// Data retention in SharePoint:
CDR detail: 90 days
Queue Stats: 12 months
Overflowed & Timed Out Calls
Source: Queue Stats
These two metrics identify calls that left the queue without being answered by an agent — distinct from abandoned calls where the caller hung up.
// Overflowed: queue reached max capacity
// or overflow destination triggered
Calls Overflowed = Calls Overflowed ← 8
// Timed Out: max queue time reached
// (configured in Webex Control Hub)
Calls Timed Out = Calls Timed Out ← 0
// Total “lost” calls:
Lost = Abandoned + Overflowed + Timed Out
= 68 + 8 + 0 = 76 (14.1% of 540)
Note: Overflowed calls may still be answered if the overflow destination is another queue or voicemail — they are not necessarily lost.
Settings
Dashboard configuration
Alert Thresholds
SL Target (%)
Abandon Rate Threshold (%)
AHT Target (mm:ss)
Auto-refresh