Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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ICM WebView Online Help
About ICM WebView reports
Agent Reports
Agent Reports
• To select an agent report, you need to decide on the following:
–
What agents do you want in the report and then you need to pick an agent
category for the report.
–
What type of data do you want for the agents:
• To see the current agents' status, choose the first agent real-time report in the
category list.
• To see agents' activity for a specified time period, choose the "call summary"
reports.
These reports gather data by the day or by the half hour.
These reports gather data by the day or by the half hour.
• To see agents' performance during a specified time period, choose the
"performance" reports.
These reports gather data by the day or by the half hour.
These reports gather data by the day or by the half hour.
• To see which agents are currently logged out, choose a "logout" report.
• To see all the data available for agent reports, choose one of the "All_Fields"
reports.
Agent Report Categories
Agent reports are divided into the following categories depending on how you want
to select the agents included in your report.
Table 1-1 Agent Report Categories
If you want to report
on...
on...
Use this report category...
Individual agents
Agent > by Agent
This category displays agents selected from throughout the
enterprise regardless of the peripheral, skill group, and
agent team assignments.
For the report, you select from the displayed list of agents in
your enterprise.
Reporting on this grouping of agents is useful to a Contact
Center Administrators with global responsibility for all
agents in the Contact Center, regardless of their location.