Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide

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.

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).