Cisco Cisco E-Mail Manager Unity Integration Option User Guide

ICM WebView Online Help 

Agent Reports

Agent By Agent Report Templates

The following table lists all the ICM Agents by Agent 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

historical 

table

Logon duration, and logout date and 

time for each agent.

IPCC and/or standard 

ACD

historical 

table

Agent task detail activity on 

incoming, outgoing, and internal 

tasks, callback messages, and 

wrap-up work.

IPCC and/or standard 

ACD

historical 

table

Agent task detail performance on 

abandoned, assistance, hold, and 

conference tasks.

IPCC and/or standard 

ACD

historical 

table

Agent states and task detail events 

for agents with agent state trace 

enabled. 

The report displays data on the event 

that changed an agent's state, the 

new agent state, and the reason for 

the state change.

IPCC and/or standard 

ACD

real-time 

table

Current agent states for selected 

agents. 

IPCC

historical 

table

Agent task summary for selected 

agents, organized by the selected 

half hour(s).

IPCC

historical 

table

Agent task summary for selected 

agents, organized by the selected 

day(s).

IPCC and/or standard 

ACD

historical 

table

Agent state summary for selected 

agents, organized by the selected 

half hour(s).

IPCC and/or standard 

ACD

historical 

table

Agent state summary for selected 

agents, organized by the selected 

day(s).

IPCC

historical 

table

Agent half-hour activity and 

performance for all the agents 

connected to the selected 

peripheral(s) during the selected 

half-hour interval(s).