Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Managing agents in a contact center might involve measuring performance, determining incentives, and
identifying training needs. IPCC Enterprise WebView reports provide metrics that enable you to monitor
real-time agent activity and review historical trends for agents.

This section explains which reporting metrics are useful for managing IPCC Enterprise agents and which
report templates contain these metrics. This section also describes how the system gathers agent metrics
and explains how to configure and script your system so that your reports contain appropriate data.

This section contains the following:

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WebView reports enable you to monitor real-time agent activity and review historical agent performance
trends.

These factors determine the reports that you use to manage agents:

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Whether you need to view current activity or past performance data

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Whether you want to view individual agent records or compare an agent to other members of a
skill group, peripheral, or team

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Whether you want to monitor agent state and login status or review how agents are handling the
tasks to which they are assigned.