reporting-cc

name	reporting-cc
description	Query and analyze Webex Contact Center analytics: CC queue statistics, CC agent statistics, estimated wait time, agent summaries, task search, and real-time CC monitoring. Requires CC-scoped OAuth (cjp:config_read). NOT for: Webex Calling CDR/queue/AA stats (use reporting skill) or meetings/workspace analytics (use reporting-meetings skill).
allowed-tools	Read, Grep, Glob, Bash
argument-hint	["cc-report-type"]

Contact Center Analytics Workflow

Checkpoint — do NOT proceed until you can answer these:

1. What OAuth scope do CC analytics require? (Answer: cjp:config_read / cjp:config_write — standard admin tokens will NOT work.)
2. How is the CC region configured? (Answer: wxcli set-cc-region <region> — defaults to us1.)

If you cannot answer both, read docs/reference/contact-center-analytics.md before proceeding.

Step 1: Load references

1. Read docs/reference/contact-center-analytics.md for CC analytics API details

Mandatory --help verification: Before constructing any wxcli command, run wxcli <group> --help to verify the subcommand exists, then wxcli <group> <subcommand> --help to verify the exact flags (e.g. wxcli cc-queue-stats --help and wxcli cc-agents --help — CC analytics groups carry the cc- prefix and are distinct from the Calling reporting skill's groups). Do NOT rely on examples in this skill or reference docs — the CLI is auto-generated and flag names may differ from what documentation suggests.

Step 2: Verify auth and region

wxcli whoami

CC APIs require CJP scopes (cjp:config_read / cjp:config_write). Two options: OAuth Integration (user-facing apps, interactive login) or Service App (production automation, no interactive login needed). If the token lacks CC scopes, the user needs to re-authenticate with one of these.

Verify region is set. There is no getter command — region is stored in the wxcli config file (~/.wxcli/config.json, cc_region key), set via wxcli set-cc-region. Inspect the config file directly, or just call set-cc-region to (re)set it:

If not set, configure it:

wxcli set-cc-region us1

Available regions: us1, eu1, eu2, anz1, ca1, jp1, sg1.

Step 3: Identify the CC reporting need

Need	CLI Group	Command
Queue volume, wait times, service level	cc-queue-stats	list
Agent handle time, calls handled	cc-agents	list-statistics
Current estimated wait time	cc-ewt	show
AI-generated interaction summaries	cc-agent-summaries	create, create-list
Historical task/contact search	cc-search	create
Real-time queue/agent state	cc-realtime	create
Call monitoring	cc-call-monitoring	7 commands

Step 4: Execute and analyze

Queue Statistics

wxcli cc-queue-stats list -o json

Recipe CC-1 — Queue volume ranking

Question: "Which queue gets the most calls?"

wxcli cc-queue-stats list -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
items = data if isinstance(data, list) else data.get('items', [data])
for q in sorted(items, key=lambda x: x.get('totalCalls', x.get('callsOffered', 0)), reverse=True):
    name = q.get('queueName', q.get('name', '?'))
    calls = q.get('totalCalls', q.get('callsOffered', 0))
    print(f'{name}: {calls} calls')
"

Recipe CC-2 — Queue abandonment rate

Question: "What's our abandonment rate per queue?"

wxcli cc-queue-stats list -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
items = data if isinstance(data, list) else data.get('items', [data])
for q in items:
    name = q.get('queueName', q.get('name', '?'))
    total = q.get('totalCalls', q.get('callsOffered', 0))
    abandoned = q.get('callsAbandoned', 0)
    rate = abandoned/total*100 if total else 0
    print(f'{name}: {rate:.1f}% abandoned ({abandoned}/{total})')
"

Recipe CC-3 — Average wait time per queue

Question: "How long are callers waiting?"

wxcli cc-queue-stats list -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
items = data if isinstance(data, list) else data.get('items', [data])
for q in sorted(items, key=lambda x: x.get('avgWaitTime', x.get('averageWaitTime', 0)), reverse=True):
    name = q.get('queueName', q.get('name', '?'))
    wait = q.get('avgWaitTime', q.get('averageWaitTime', 0))
    print(f'{name}: avg {wait}s wait')
"

Recipe CC-4 — Service level by queue

Question: "Are we meeting our SLA?"

wxcli cc-queue-stats list -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
items = data if isinstance(data, list) else data.get('items', [data])
for q in items:
    name = q.get('queueName', q.get('name', '?'))
    sl = q.get('serviceLevel', q.get('serviceLevelPercentage', 'N/A'))
    print(f'{name}: {sl}% service level')
"

Agent Statistics

wxcli cc-agents list-statistics -o json

Recipe CC-5 — Agent handle time ranking

Question: "Which agents are fastest/slowest?"

wxcli cc-agents list-statistics -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
items = data if isinstance(data, list) else data.get('items', [data])
for a in sorted(items, key=lambda x: x.get('avgHandleTime', x.get('averageHandleTime', 0)), reverse=True):
    name = a.get('agentName', a.get('name', '?'))
    aht = a.get('avgHandleTime', a.get('averageHandleTime', 0))
    print(f'{name}: avg {aht}s handle time')
"

Recipe CC-6 — Agent utilization

Question: "How busy is each agent?"

wxcli cc-agents list-statistics -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
items = data if isinstance(data, list) else data.get('items', [data])
for a in sorted(items, key=lambda x: x.get('callsHandled', x.get('totalCalls', 0)), reverse=True):
    name = a.get('agentName', a.get('name', '?'))
    handled = a.get('callsHandled', a.get('totalCalls', 0))
    print(f'{name}: {handled} calls handled')
"

Estimated Wait Time

Recipe CC-7 — Current wait time check

Question: "What's the current wait for queue X?"

wxcli cc-ewt show -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
if isinstance(data, dict):
    print(f\"Estimated wait time: {data.get('estimatedWaitTime', data.get('ewt', 'N/A'))}s\")
else:
    for q in data:
        print(f\"{q.get('queueName', '?')}: {q.get('estimatedWaitTime', q.get('ewt', 'N/A'))}s\")
"

Agent Summaries

Recipe CC-8 — Search interaction summaries

Question: "Find summaries mentioning billing disputes"

wxcli cc-agent-summaries create --json-body '{"query": "billing dispute"}' -o json

Real-Time Monitoring

Recipe CC-9 — Real-time queue depth

Question: "How many callers are waiting right now?"

wxcli cc-realtime create -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
if isinstance(data, list):
    for q in data:
        print(f\"{q.get('queueName', '?')}: {q.get('callsInQueue', q.get('waitingCalls', 0))} waiting\")
else:
    print(json.dumps(data, indent=2))
"

Recipe CC-10 — Agent availability status

Question: "Who's available right now?"

wxcli cc-agents list -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
items = data if isinstance(data, list) else data.get('items', [data])
from collections import Counter
states = Counter(a.get('state', a.get('agentState', 'Unknown')) for a in items)
for state, count in states.most_common():
    print(f'{state}: {count} agents')
"

Historical Search

Recipe CC-11 — Search tasks by date range

Question: "Show all contacts handled yesterday"

wxcli cc-search create --json-body '{"from": "2026-04-09T00:00:00Z", "to": "2026-04-10T00:00:00Z"}' -o json

Recipe CC-12 — Longest wait today

Question: "What was the worst wait time today?"

wxcli cc-queue-stats list -o json | python3.11 -c "
import json, sys
data = json.load(sys.stdin)
items = data if isinstance(data, list) else data.get('items', [data])
longest = max(items, key=lambda x: x.get('maxWaitTime', x.get('longestWaitTime', 0)), default={})
name = longest.get('queueName', longest.get('name', '?'))
wait = longest.get('maxWaitTime', longest.get('longestWaitTime', 0))
print(f'Longest wait: {wait}s in queue {name}')
"

---

Critical Rules

1. CC-scoped OAuth or Service App required. Standard admin tokens get 403. Must use cjp:config_read / cjp:config_write — via OAuth Integration or Service App (both supported).
2. Region must be set. CC APIs route to regional endpoints. Default is us1.
3. Response shapes vary. CC APIs may return objects or arrays. Recipes handle both with isinstance checks.
4. Field names vary. Different CC API versions use different field names (e.g., avgWaitTime vs averageWaitTime). Recipes use fallbacks with x.get('field1', x.get('field2', 0)).
5. Real-time data is ephemeral. Snapshot of current state, not historical.

---

Context Compaction Recovery

If context compacts mid-execution:

1. Read docs/reference/contact-center-analytics.md for API details
2. Verify CC auth with wxcli whoami and region — check cc_region in ~/.wxcli/config.json (no getter command; set/reset via wxcli set-cc-region)
3. Resume from the appropriate recipe