Cisco Cisco IP Contact Center Release 4.6.2 User Guide

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

There are four categories of agent reports from which you can choose. These are 

mostly the same set of templates except for the way the agent is selected. Report 

templates with the same number in the name are usually copies of one another with 

some minor exceptions due to the different report category. For example, the 

agent20, agteam20, agtper20, and agtskg20 are similar templates.

For summary descriptions of each category of agent reports and each report in that 

category, see:

 

Note: Deleted or moved agents do not show in an agent report.

Important: The Agent By Skill Group templates report only on skill groups that 

reside on a single peripheral. If you need to report on Enterprise skill groups (skill 

groups that span several sites, or several peripherals at one site), you should use 

the Enterprise Skill Group reporting templates.

Tips on selecting an agent report:

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. 

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. 

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.