Cisco Cisco IP Contact Center Release 4.6.2 User Guide

This category is useful for Contact Center
Supervisors or team leads who are responsible for
certain skill groups.

Agent > By Skill
Group

You want to view current activity for agents in
a skill group or measure/compare agents'
performance trends for a skill group. You want
to view data for queue management.

Note: 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,
several peripherals at one site, or several Media Routing Domains (MRDs)) you use the Enterprise
Skill Group report templates.

Each Agent report category provides the same types of data, organized according to the manner
in which you have chosen to view the data. For example, the Agent > By Agent templates
contain generally the same fields as the Agent > By Skill Group, but the Agent > By Agent
templates organize the data by individual agents while the Agent > By Skill Group templates
organize the data first by skill group and then by agent.

What Data Do You Want to See?

The reports you use depend on whether you are monitoring agent real-time status or historical
performance.

Real-time agent data helps you identify immediate issues, such as agents who are talking too
long on a call, putting callers on hold for too long, spending too much time in certain states
such as Not Ready and logging out when they be handling tasks.

If you are monitoring agents in real-time, you might be interested in these types of statistics:

•

Agent's current state and applicable reason codes

•

The amount of time the agent has spent in that state

•

Agent availability for handling tasks within the Media Routing Domain (MRD)

•

The amount of time that the agent has been logged into the system

•

Details for the current task on which the agent is working, including whether the agent has
requested supervisor assistance for the task

•

Number of calls queued to an agent's skill group that can be answered by the agent

•

Which agents are currently logged out

The following table describes suggested IPCC Enterprise report templates that provide agent
real-time statistics. For details of all IPCC Enterprise report templates, refer to the WebView
Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions.

Reporting Guide for Cisco IPCC Enterprise & Hosted Editions 7.0(0)