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
Contact centers lose hours every day to scattered data and slow diagnosis.
Abandoned calls
Users abandon calls when audio degrades or IVR paths fail — and you never know why.
Hours wasted
Partners burn hours reproducing issues and collecting evidence for escalations.
Scattered data
Browser, network, IVR, and platform logs are scattered across disconnected tools.
Cloverhound Cloud consolidates the data, correlates events, and cuts time-to-resolution.
What you can do
Full-stack visibility from IVR to agent desktop — all in one place.
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.
What you gain
- ✓ 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
Four steps from data capture to resolution — no complex setup required.
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
Fits into the tools your team already uses.
Cisco Webex Contact Center
Call, queue, agent, and IVR metadata ingestion.
ITSM / PSA
REST API, email, or webhook (ServiceNow, Jira, Zendesk).
Identity
SAML/OIDC — Okta, Azure AD, Google Workspace.
Data export
CSV and REST for reporting and billing workflows.
Enterprise-grade security
Built for enterprise contact centers and MSPs who require the highest standards.
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
Call IDs, timestamps, and IVR steps captured automatically.
HAR & console logs
HAR and console logs attached directly to the ticket.
Session replay link
Replay link timeboxed to the exact incident window.
Better results for you
Measurable improvements from day one.
Faster diagnosis
Complete visibility eliminates guesswork — resolve in minutes, not hours.
Fewer escalations
Evidence-rich reports resolve issues faster and reduce TAC escalations.
Improved SLAs
Proactive alerting prevents major incidents before they impact customers.
Better CX
Reduced repeat contacts and faster resolution improves customer experience.
Ready to fix Webex CC issues faster?
Talk to a Webex CC expert about a personalized demo and free trial
Thank you! Your submission has been received!
Oops! Something went wrong. Please try again.
Cisco and Webex are trademarks of Cisco; used for identification only. Cloverhound is not affiliated with or endorsed by Cisco.