Cisco Cisco IPCC Web Option User Guide

IPCC Agent Report Templates

Agent By Skill Group Reports

  Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

Agent By Skill Group Reports

This grouping of agents is useful for a Contact Center Supervisor or team lead that is 
responsible for specific skill groups. For the report, select from the displayed list of skill 
groups in your enterprise. For an overview of skill groups, see About Skill Groups.

Note: Reports on agents in skill groups are sorted by media routing domain since skill groups 
can belong to only one media routing domain but agents can belong to more than one skill 
group. This way all the data on an agent in more than one skill group remains together.

This section includes:

Summary List of Agent by Skill Group Reports

The following table lists all the ICM Agents by Skill Group 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

Data on logon duration and 
logout date and time for 
each agent by skill group.

IPCC and/or 
standard ACD

historical 
table

Task detail data collected 
about agent activity on 
incoming, outgoing, internal 
tasks, and callback 
messages, by skill group.

IPCC and/or 
standard ACD

historical 
table

Task detail data collected 
about agent performance 
(by skill group) related to 
abandoned, held, assistance, 
and conference tasks.

Outbound Option 
(IPCC and/or 
standard ACD)

real-time 
table

Current agent activity 
related to Blended Agent 
tasks.

IPCC and/or 
standard ACD

historical 
table

All the tasks handled by 
each agent in the selected 
skill group(s), gathered in 
half-hour increments