Cisco Cisco E-Mail Manager Unity Integration Option User Guide
IPCC Agent Report Templates
Agent By Team Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent By Team Reports
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.
of agents. For the report, select from the displayed list of agent teams in your enterprise.
This section includes:
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Summary List of Agent by Team Reports
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.
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.
Template Name
Applicable
Environment
Environment
Type
Description
IPCC and/or
Standard ACD
Standard ACD
real-time
table
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.
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
Standard ACD
historical
table
table
Logon duration and logout date
and time for each agent in the
selected team(s).
and time for each agent in the
selected team(s).
IPCC and/or
Standard ACD
Standard ACD
historical
table
table
Agent task detail activity on
incoming, outgoing, and internal
calls, and callback messages, by
team.
incoming, outgoing, and internal
calls, and callback messages, by
team.
IPCC and/or
Standard ACD
Standard ACD
historical
table
table
Task detail data on abandoned,
held, assistance, and conference
calls, by team.
held, assistance, and conference
calls, by team.
IPCC and/or
Standard ACD
Standard ACD
real-time
table
table
Current agent states of each
agent within the specified
team(s).
agent within the specified
team(s).
IPCC and/or
Standard ACD
Standard ACD
historical
table
table
Agent task summary for each
agent within the selected agent
team(s), organized by the
selected half hour(s).
agent within the selected agent
team(s), organized by the
selected half hour(s).