Metropolis Expo XT

Introduction

The Metropolis Expo XT solution transforms raw Cisco Webex Contact Center data into reliable, actionable insights. It enables leaders to improve operational efficiency, agent performance, and customer satisfaction by providing a standardized semantic model and set of dashboards to monitor service levels, optimize staffing, and pinpoint opportunities for improvement.

This guide is designed for a diverse audience. Use the View As toggles above to tailor the content to your role, or use the Hybrid Search above (or press Ctrl+K) to instantly find what you need across all guides and the knowledge base.

User Personas

This report is built to serve several key roles within the organization. Understanding your role will help you focus on the most relevant metrics and report pages.

Report Structure & Navigation

Objective: Mastering Report Navigation in 5 Minutes

As a new supervisor, you need to hit the ground running. This section provides a guided tour of the report’s main components so you can quickly find information for your daily huddles and performance reviews.

Understanding the Layout: Your Control Panel

• The Navigation Pane (left): A vertical list of report pages including the Executive Overview, Agent Performance and Queue Analysis. Click a page name to switch views.
• The Header: Displays the report title and the Last Data Refresh timestamp so you know how current the data is.
• Global Slicers: Date range and channel filters appear at the top of every page. Use them to set a weekly or monthly timeframe that applies to all visuals.

Core Interactive Features: Making the Data Talk

• Cross-Filtering: Select any data point (a bar, line or table row) to filter all other visuals on the page. For example, clicking the “Sales” queue updates KPI cards to show its Service Level and Average Handle Time.
• Drill-Down/Drill-Up: Use the arrow icons on time-series charts to move from yearly to quarterly, monthly and daily views. Need to know what happened last Tuesday? Drill down on the Total Calls by Month chart to the daily level.
• Tooltips: Hover over any visual element to see additional metrics without leaving the page. Tooltips provide context like counts, percentages and comparisons.

Executive Overview

Objective: Assessing Overall Performance at a Glance

This page summarises the most critical contact centre metrics, providing a snapshot of operational health against established targets.

KPI Cards: Your Business Vitals

• Service Level %: Percentage of calls answered within the target threshold. A measure of responsiveness.
• Average Handle Time (AHT): The average time an agent spends on an interaction. A measure of efficiency.
• Abandon Rate %: The percentage of callers who hang up before connecting. A measure of customer frustration.
• Interpreting Status Indicators: KPI cards use colours (green, yellow, red) to signal whether performance is on target, borderline or below target.

Performance Trend Charts

• Analysing Trends Over Time: Line charts display KPIs over the selected date range so you can see whether performance is improving, declining or stable.
• Identifying Patterns: Use these charts to spot recurring patterns, such as dips in Service Level during specific days or increases in AHT after launching a new product.

Queue & Entry Point Analysis

Objective: Pinpointing and Resolving Operational Bottlenecks

Dig into individual queues and entry points to find the root causes of wait times and abandoned calls.

Monitoring Queue Health

• Queue Performance Matrix: A central visual ranking queues by Calls Offered, Abandon Rate % and Average Speed of Answer. Quickly identify the top five problematic queues.
• Correlating Metrics: Examine the relationship between queue duration and abandon rate using a scatter plot. Queues with longer wait times often have higher abandonment.

Actionable Insights for Optimisation

• Isolating a Single Queue: Select a queue name in the slicer to filter the entire page. Once isolated, analyse its AHT and Service Level % to diagnose whether under-staffing or agent knowledge gaps are responsible.

Agent Performance

Objective: Driving Team and Individual Excellence

This page helps you evaluate agent productivity, recognise top performers and identify coaching opportunities.

The Agent Scorecard: Fair and Data-Driven Evaluation

• Understanding Key Metrics: The scorecard ranks agents by Contacts Handled, AHT, Average After-Call Work (ACW) and SLA Compliance %.
• Sorting and Filtering: Sort by AHT (highest to lowest) to spot agents who may need efficiency coaching, or by SLA Compliance % to recognise top performers.

Detailed Agent Analysis with Drill-Through

• Drill-Through: Right-click an agent’s name and choose Drill through → Agent Details to open a page showing trends for that specific agent. Use this view to guide performance conversations.

AI Features

Objective: Getting Automated, Plain-English Insights

The report includes several AI-powered visuals to accelerate analysis and answer ad-hoc business questions instantly.

Smart Narrative

On the Executive Overview page, the Smart Narrative visual automatically generates a text summary of the most important trends. Slice the page by team or queue and watch the narrative update to reflect your selection.

Q&A Visual

The Q&A visual lets you ask natural-language questions and get answers without building new visuals. For best results, use field names from the glossary (e.g., "what is the average HandleTimeSeconds").

Key Influencers

This visual uses machine learning to identify factors that drive a chosen metric, such as which queue name is the top driver of a high abandon rate.

Data Dictionary

The definitive guide to all model fields. Use the search box (in the header) to filter, or click headers to sort. Hover over terms like SLA Compliance Rate in the text for definitions.

Deployment & Administration

Objective: A Guide to Secure and Efficient Deployment

This section provides administrators with actionable steps for deploying the solution, configuring refreshes and implementing security.