Cisco Cisco IPCC Web Option User Guide
6-62
ICM WebView Online Help
Agent Reports
Agents By Peripheral Report Templates
Agents By Peripheral Report Templates
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. For the report, select from the displayed
list of peripherals in your enterprise.
The following table lists all the ICM Agents by Peripheral 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.
Table 6-2 Agent By Peripheral Templates
Template Name
Applicable
Environment
Environment
Type
Description
IPCC and/or
standard ACD
historical
table
Logon duration and logout
date-time for each agent, by
peripheral.
IPCC and/or
standard ACD
historical
table
Incoming, outgoing, and internal
tasks, callback messages, and
wrap-up work.
IPCC and/or
standard ACD
historical
table
Agent task detail performance for
abandoned, assistance, held, and
conference tasks, by peripheral.
IPCC and/or
standard ACD
real-time
table
Current agent states for each agent
within the selected peripheral(s).
IPCC
historical
table
Task summary for each agent
within the selected peripheral(s),
organized by the selected half
hour(s).
IPCC
historical
table
Task summary for each agent
within the selected peripheral(s),
organized by the selected day(s).
IPCC and/or
standard ACD
historical
table
Agent state summary for each
agent within the selected
peripheral(s), organized by the
selected half hour(s).
IPCC and/or
standard ACD
historical
table
Agent state summary for each
agent within the selected
peripheral(s), 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).