Cisco Cisco IPCC Web Option User Guide

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

•

Whether you need to view current activity or past performance data

•

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

•

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

How Do You Want to Report on Agent Performance?

The reporting templates that you use to monitor agent activity and task performance depend on
several factors, including your role in the contact center and the type of data that you want to
see.

First, determine whether you want to view real-time agent activity or past performance trends.
For real-time activity, such as agent state, duration in state, login time and current task
information, use the real-time templates. Real-time templates are designated by the words
"real-time" in their titles. For past performance trends, such as the number of tasks an agent has
handled, how the agent handled the tasks and whether tasks redirected from the agent's phone,
use the historical templates. Historical templates are designated by the words "Half Hour",
"Summary" or "Daily" in their titles.

Once you have determined whether you want to view real-time or historical templates, you
decide how you want to measure the agent's performance: by individual agent, peripheral, team,
or skill group. The following table describes the WebView options for measuring agent
performance. These options are available from the Agent category in WebView

This category is useful to Contact Center
Administrators with global responsibility for all

Agent > By Agent

You want to view current activity for an
individual agent or measure an individual agent's
performance trends.

of the agent in the contact center, regardless of
the skill group, peripheral, or team.

This category is useful to Contact Center
Administrators who are responsible for a certain

Agent > By
Peripheral

You want to view current activity for agents on
a common peripheral or measure/compare
agents' performance trends for a common
peripheral.

site within the enterprise. In an IPCC Enterprise
environment, each site is designated by one or
more peripherals.

This category is useful for Contact Center
Supervisors who manage teams of agents.

Agent > By Team

You want to view current activity for agents in
a team or measure/compare agents' performance
trends for a team.

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