Cisco Cisco E-Mail Manager Unity Integration Option User Guide
1-6
ICM WebView Online Help
About ICM WebView reports
Agent Report Categories
Agents who reside
on a particular
peripheral
Agent > by Peripheral
This category displays agents logged into one or more
This category displays agents logged into one or more
selected peripherals.
For the report, you select from the displayed list of
For the report, you select from the displayed list of
peripherals in your enterprise.
Reporting on this grouping of agents is useful to Contact
Reporting on this grouping of agents is useful to Contact
Center Administrators who have responsibility for a certain
site within the enterprise. Each site is designated by one or
more peripherals. When you select reporting templates to
report on this type of grouping, you must select the
peripherals for which you want to see agent activity.
Agents who work
within a particular
skill group
Agent > by Skill Group
This category displays agents logged into one or more
This category displays agents logged into one or more
selected skill groups.
For the report, you select from the displayed list of skill
For the report, you select from the displayed list of skill
groups in your enterprise.
Note: Reports on agents in skill groups are sorted by media
Note: Reports on agents in skill groups are sorted by media
routing domain since skill groups can belong to only one
media routing domain but agents can belong to more than
one skill group. This way all the data on an agent in more
than one skill group remains together.
This grouping of agents is useful be for a Call Center
This grouping of agents is useful be for a Call Center
Supervisor or team lead that is responsible for certain skill
groups. You must select the desired skill groups when
creating a report for this agent grouping.
Important: The Agent By Skill Group templates report only
Important: The Agent By Skill Group templates report only
on skill groups that reside on a single peripheral. If you need
to report on Enterprise skill groups (skill groups that span
several sites, or several peripherals at one site), you should
use the Enterprise Skill Groups reporting templates.
Agents assigned to
a particular team
Agent > Team
This category displays agents within one or more selected
This category displays agents within one or more selected
agent teams.
For the report, you select from the displayed list of agent
For the report, you select from the displayed list of agent
teams in your enterprise.
Reporting on this grouping of agents is useful to Call Center
Reporting on this grouping of agents is useful to Call Center
Supervisors who manage teams of agents. When you select
reporting templates to report on this type of grouping, you
must select the team(s) for which you want to see agent
activity.
Table 1-1 Agent Report Categories (continued)
If you want to report
on...
on...
Use this report category...