Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Skill Group Reports
Summary List of Agent by Skill Group Reports
The following table lists all the ICM Agents by Skill Group report templates that WebView
provides. Each of these templates can be used in an IPCC environment, a few of them can
be used only in an IPCC environment, and most of them can be used in either an IPCC or a
ICM environment. Click the template name for a detailed description.
be used only in an IPCC environment, and most of them can be used in either an IPCC or a
ICM environment. Click the template name for a detailed description.
Template Name
Applicable
Environment
Environment
Type
Description
IPCC and/or ICM
historical
table
table
Data on logon duration and
logout date and time for each
agent by skill group.
logout date and time for each
agent by skill group.
IPCC and/or ICM
historical
table
table
Task detail data collected
about agent activity on
incoming, outgoing, internal
tasks, and callback messages,
by skill group.
about agent activity on
incoming, outgoing, internal
tasks, and callback messages,
by skill group.
IPCC and/or ICM
historical
table
table
Task detail data collected
about agent performance (by
skill group) related to
abandoned, held, assistance,
and conference tasks.
about agent performance (by
skill group) related to
abandoned, held, assistance,
and conference tasks.
Outbound Option
(IPCC and/or ICM)
(IPCC and/or ICM)
real-time
table
table
Current agent activity related
to Blended Agent tasks.
to Blended Agent tasks.
IPCC and/or ICM
historical
table
table
All the tasks handled by each
agent in the selected skill
group(s), gathered in
half-hour increments
agent in the selected skill
group(s), gathered in
half-hour increments
Outbound Option
(IPCC and/or ICM)
(IPCC and/or ICM)
historical
table
table
Each agent's task detail data
performance on predictive
tasks, gathered in half-hour
increments
performance on predictive
tasks, gathered in half-hour
increments
Outbound Option
(IPCC and/or ICM)
(IPCC and/or ICM)
historical
table
table
Each agent's performance task
data for preview calls,
gathered in half-hour
increments.
data for preview calls,
gathered in half-hour
increments.
Outbound Option
(IPCC and/or ICM)
(IPCC and/or ICM)
historical
table
table
Each agent's performance data
for reservation calls, gathered
in half-hour increments
for reservation calls, gathered
in half-hour increments