00 · Header

Quality reports in Analyzer

T9-R05. Advanced reporting. Analyzer can show AI quality metrics on a customer-session report and an agent report. The sentiment number has printed bands. [cite:7]

01 · TL;DR

Five lines, then why it matters

• Two custom report types: interaction-level QM metrics (CSR) and agent performance by team (ASR). [cite:7]
• Customer Sentiment Score runs from -100 to +100. Above +45 is positive, below -45 is negative, and the band between is neutral. [cite:7]
• CSR fields include evaluation score, cross talk, dead air, word ratio, Auto CSAT, transfers, and consults. [cite:7]
• If an agent worked on more than one team, ASR shows a row per agent and team. [cite:7]
• Reports only help after the features they measure are enabled. [cite:7] [cite:5]

02 · Map

A report is not the toggle

n4jc67x says some values depend on the features enabled for the interaction, queue, or agent. Build the report after T9-R04’s toggles. [cite:7]

03 · Core

What the opened pages say

Open Analyzer, create a custom CSR or ASR visualization, pick the interval and filters, then drill into agent, team, queue, or interaction. [cite:7]

The QM for Interactions report is the interaction view. Channel values named on the field list: telephony, email, chat, or social. Direction is inbound or outbound. Sentiment bands are printed on the Customer Sentiment Score field. [cite:7]

The Human Agent Performance report averages evaluation score and operational measures. Filters are agent, team, duration, and channel. [cite:7]

voh2oeb’s opened outline covers how scoring works, Control Hub, Supervisor Desktop, and filtering. The numeric bands used in this room are the ones printed on n4jc67x. [cite:8] [cite:7]

04 · Ecosystem

Ecosystem and sister technologies

CSR

The interaction-level custom report: customer interactions and their QM metrics. [cite:7]

ASR

The agent report: agents by team and operational plus QM metrics. [cite:7]

Dead air

Time in the connected portion when neither customer nor agent is speaking. [cite:7]

Cross talk

Time the agent spoke over the customer. [cite:7]

Neutral band

Sentiment from -45 through +45, inclusive of the between wording on n4jc67x. [cite:7]

Sister-technology matrix

Integration edges

05 · Flow

Order of operations

1. Enable the QM features the report will read. [cite:5]
2. Create the CSR when the question is one interaction.
3. Create the ASR when the question is an agent across a period.
4. Apply the sentiment bands only to the field that prints them.

06 · Config

Clicks the articles print

• Sign in to Webex Contact Center and open Analyzer. [cite:7]
• Create the custom report from the available metrics. The article does not name a hidden template id. [cite:7]

07 · Limits

Limits the articles state

08 · Trouble

Trouble

09 · Self-question

Oral ladder

10 · Lab

Read it back

• Classify scores +60, +40, -50, and 0 using only the printed bands.
• Pick CSR or ASR for the question “which calls failed evaluation yesterday?”

11 · Quiz

Quiz

12 · Audio

Read-along uses the page

13 · Interview

Oral-ready

30 seconds. Analyzer’s AI quality reports are an interaction report and an agent report. Sentiment runs from -100 to +100, with breaks at 45. [cite:7]

2 minutes. I use CSR for one contact and ASR for a person over time. I do not add an agent’s team rows into one score. I do not call a score positive unless it is above +45. Empty values can mean the feature was off. [cite:7] [cite:5]

14 · Citations

Ledger

Opened 2026-10. Mirrors cites/T9-R05.md.

1. Enable AI Quality Management Features in Control Hub, help.webex article 6m6r3fb, header July 24, 2026. Path: Services, Contact Center, AI Features under Desktop Experience. Org, queue, and agent scopes. SKUs A-FLEX-AI-QM and A-FLEX-AI-QMMB.
2. Use Analyzer Reports for Webex AI Quality Management, help.webex article n4jc67x, header March 26, 2026. CSR and ASR. Sentiment score from -100 to +100. Greater than +45 positive, less than -45 negative, between -45 and +45 neutral.
3. Understand Sentiment Analysis, help.webex article voh2oeb, header March 26, 2026. The opened page lists scoring, Control Hub enablement, Supervisor Desktop, and filtering.

15 · Re-engineer later

Open

• The article says CSR and ASR as the report types. It does not spell those acronyms out in the sentences I quoted, beyond the report names.