View consultation participants within an interaction

NOTE   This functionality is enabled by default and does not require additional configuration.

In Calabrio ONE, consultations are a type of complex call available with the Cisco Webex Contact Center 2.0 integration. Within an interaction, you can view up to ten consulted agents in the interaction's custom metadata section. From the Interactions page, you can filter for consulted agents and participants, and you can customize the columns to display data related to both agent participants and non-agent participants in consultations.

Agents that participated in a consultation appear as "Agent Participant 1," "Agent Participant 2," "Agent Participant 3," and so on. The values shown for agent participants include each agent's first name and last name.

Customers that participated in a consultation appear as "Non-Agent Participant 1," "Non-Agent Participant 2," "Non-Agent Participant 3," and so on. The value shown for non-agent participants is their calling number. A maximum of ten participants are displayed. If a consultation has more than ten participants then only the first ten are processed and displayed.

Filter for consulted agents and participants

Use filters to only show interactions with consulted agents or participants.

  1. Navigate to the Interactions page.

  2. Click the Filter list icon (top left of the page).

  3. Click Add Filter. The Choose Filters dialog box opens.

  4. Choose Custom Data in the Available column to move it to the Selected column.

  5. Click Update Filters. The Choose Filters dialog box closes.

  6. Expand the Custom Data filter within the Filters section.

  7. Click the Metadata drop-down list.

    • Select Agent Participant 1-10 to filter for agents.

    • Select Non-Agent Participant 1-10 to filter for the caller.

  8. (Optional) Click the Operator drop-down list to select an operator.

  9. (Optional) Enter a metadata value in the Value text box.

  10. Click Apply.

Show agent participants and non-agent participants in columns

Customize the table to show data related to agent participants and non-agent participants in consultations.

  1. Click the List options icon (top right of the page) and select Show/Hide columns from the drop-down list. The Show/Hide columns dialog box opens.

  2. Click any of the Agent Participant or Non-Agent Participant column names in the Hidden columns pane.

    • If you select Agent Participant then the agents' first and last names are displayed in the column.

    • If you select Non-Agent Participant then the participants' calling numbers are displayed in the column.

  3. Click Apply. The Show/Hide columns window closes.

Related topics