Cisco Cisco IP Contact Center Release 4.6.1 Betriebsanweisung

ICM WebView Online Help

Agent Reports

Agent By Team Report Templates

The total number of seconds agent reservation calls were placed on hold by 

the agent in the skill group during the half-hour interval. 
This data element is based on HoldTime from the Termination_Call_Detail 

record. The value is updated in the database when the after-call work 

associated with the call (if any) has completed. 
Derived from: Agent_Skill_Group_Half_Hour.ReserveCallsOnHoldTimeToHalf

Agent By Team Report Templates

Reporting on this grouping of agents is useful to Call Center Supervisors who 

manage teams of agents. For the report, select from the displayed list of agent 

teams in your enterprise. 

The following table lists all the ICM Agents by Team report templates that WebView

provides. Each of these templates can be used in an IPCC environment, a few of 

them can be used only in an IPCC environment, and most of them can be used in 

either an IPCC or a standard ACD environment. Click the template name for a 

detailed description.

IPCC and/or 

Standard 

ACD

real-time 

table

Current logon date and time, and 

last state change for each agent in 

the selected team(s), according to 

the skill group into which each agent 

is logged.

IPCC and/or 

Standard 

ACD

historical 

table

Logon duration and logout date and 

time for each agent in the selected 

team(s).

IPCC and/or 

Standard 

ACD

historical 

table

Agent task detail activity on 

incoming, outgoing, and internal 

calls, and callback messages, by 

team.

IPCC and/or 

Standard 

ACD

historical 

table

Task detail data on abandoned, held, 

assistance, and conference calls, by 

team.

IPCC and/or 

Standard 

ACD

real-time 

table

Current agent states of each agent 

within the specified team(s).