Cut troubleshooting time by 50%
Monitor every call and every agent session. Trace issues across IVR, browser, network, and platform layers. Get answers, faster.
Cloverhound Cloud for Webex Contact Center
Why it matters
- Users abandon calls when audio degrades or IVR paths fail
- Partners burn hours reproducing issues and collecting evidence for escalations
- Browser, network, IVR, and platform logs are scattered
Cloverhound Cloud consolidates the data, correlates events, and cuts time-to-resolution.
What you can do
End-to-end call trace
See the full journey from IVR prompt to agent handling with timestamps and outcomes.
- IVR path visualization with drop-off points
- Queue, transfer, hold, wrap-up metadata
- Network latency and disconnect reason codes
Agent session replay
Reconstruct agent browser sessions when issues occur.
- Replay session video and clicks
- Export console and network browser logs
- Detailed session info including Browser/OS versions, ISP, and location
Network and browser telemetry
Identify patterns that drive incidents.
- WebRTC stats including jitter, packet loss, and estimated MOS
- Detailed metrics and network stats
- Key browser events like tab hiding or closing and page offload
Issue reporting widget
Capture context at the moment of failure.
- One-click "Report an issue" with automatic session/log attachment
- Routes to customer or partner queues via email or webhook
- Links back to exact session and call trace
Alerting that prioritizes impact
Start with scope, not noise.
- Outage indicators show cross-customer blast radius (partner view)
- Correlate spikes to recent deployments or config changes
- Native integrations with ServiceNow, Jira, and more
For contact center leaders
Improve reliability and agent productivity without adding tools.
- Prove root cause to stakeholders with evidence-rich timelines
- Reduce escalations and callbacks with faster MTTR
- Find IVR friction and recover abandoned intent paths
Outcome targets
- 30–50% faster triage on recurring issues
- Fewer escalations to Cisco TAC due to complete evidence bundles
- Reduced repeat contacts from the same customers
For partners and MSPs
Operate many Webex CC tenants from one console and productize reliability.
Multi-tenant partner dashboard
- Cross-customer health scores and outage scope
- Drill from fleet view to tenant to agent session in two clicks
- White-labeling and role-based access for customer visibility
Operational fit
- Email and webhook ticket creation into PSA/ITSM tools
- Usage and billing export (CSV/REST)
- SSO (SAML/OIDC) and granular roles for NOC, support, and customer admin
How it works
- Lightweight data capture
Client-side SDK on agent desktop for session and network telemetry
Secure Webex CC API ingestion for call and IVR metadata - Correlation engine
Aligns IVR steps, call legs, browser events, and network stats on a common timeline - Evidence bundling
One-click package: replay snippet, HAR, console logs, call IDs, timestamps - Action and alerting
Rules and anomaly models surface high-impact events and route to tickets
Integrations
- Cisco Webex Contact Center for call, queue, agent, and IVR metadata
- ITSM/PSA via REST API, email, or webhook (ServiceNow, Jira, Zendesk)
- Identity via SAML/OIDC (Okta, Azure AD, Google Workspace)
- Data export via CSV and REST
Enterprise-grade security
SOC 2
Type II Certified
HIPAA
Compliant
SSO
SAML / OIDC
Data Protection
- ✓ Encryption at rest: All data encrypted using AES-256
- ✓ Encryption in transit: TLS 1.3 for all data transmission
- ✓ Data residency: US, EU, and APAC hosting options
Access & Monitoring
- ✓ Enterprise SSO: SAML, OIDC, and Active Directory integration
- ✓ Role-based access: Granular permissions with MFA enforcement
- ✓ Audit trails: Complete activity logging and compliance reporting
Trusted by enterprise contact centers and MSPs who require the highest standards of security and compliance. Our security-first architecture ensures your data stays protected while providing the visibility you need.
Evidence bundles for Cisco TAC
Package everything needed to accelerate escalations:
- Call IDs, timestamps, and IVR steps
- HAR and console logs attached to the ticket
- Replay link timeboxed to the incident window
Better results for you
- ✓ Faster diagnosis: Complete visibility eliminates guesswork
- ✓ Fewer escalations: Evidence-rich reports resolve issues faster
- ✓ Improved SLAs: Proactive alerting prevents major incidents
- ✓ Better CX: Reduced repeat contacts and faster resolution