Cisco Cisco Unified Intelligent Contact Management Software User Guide
•
How many times the agent has requested supervisor assistance
•
How many times a supervisor has had to barge in or intercept a call
The following table describes suggested IPCC Enterprise report templates that provide agent
historical statistics. For details of all IPCC Enterprise report templates, refer to the WebView
Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions.
historical statistics. For details of all IPCC Enterprise report templates, refer to the WebView
Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions.
Table 14: Report Templates for Historical Reporting
Statistics Provided
Template
Reports on agent task activity for half-hour intervals, including the number
of tasks handled, transferred in and out, conference in and out, redirected
of tasks handled, transferred in and out, conference in and out, redirected
agent21: Peripheral Agent Task Summary
Half Hour
Half Hour
on no answer, abandoned while ringing and on hold and supervisor assistance
and intervention.
and intervention.
Reports on agent task activity for half-hour intervals, including the number
of tasks handled, transferred in and out, conference in and out, redirected
of tasks handled, transferred in and out, conference in and out, redirected
agtper21: Agent Peripheral Task Summary
Half Hour
Half Hour
on no answer, abandoned while ringing and on hold and supervisor assistance
and intervention.
and intervention.
Reports on agent task activity for half-hour intervals, including the number
of tasks handled, transferred in and out, conferenced in and out and on hold.
of tasks handled, transferred in and out, conferenced in and out and on hold.
agtskg21: Agent Skill Group Summary Half
Hour
Hour
Reports on Not Ready reason codes, duration the agent used that reason
code, what percentage of logon time the agent spent in Not Ready and what
percentage of Not Ready time the agent used a particular reason code.
code, what percentage of logon time the agent spent in Not Ready and what
percentage of Not Ready time the agent used a particular reason code.
agent30: Agent Not Ready Summary
Reports on agent login duration and logout date and time.
agent03: Agent Media Status Logout
Reports on agent login duration and logout date and time for a specific
peripheral.
peripheral.
agtper03: Agent Peripheral Media Status
Logout
Logout
Reports on agent login duration and logout date and time for a specific skill
group.
group.
agtskg03: Agent Skill Group Media Status
Logout
Logout
Reports on agent login duration and logout date and time for a specific team.
agteam03: Agent Team Media Status
Logout
Logout
See Also
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Reporting Guide for Cisco Unified Contact Center Enterprise & Hosted 7.5(1)
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Chapter 3: Managing Agents
Useful Agent Statistics and Report Templates