Cisco Cisco E-Mail Manager Unity Integration Option User Guide
Managing Agents
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.
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.
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 chapter contains the following topics:
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Useful Agent Statistics and Report Templates
WebView reports enable you to monitor real-time agent activity and review historical agent
performance trends.
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
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 3