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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 Team Reports
Net Cons Out
The number of network consultative calls completed by agents who have at least one 
call on hold. 
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least 
one call on hold. 
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents. 
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent on conference calls. 
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval. 
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Agent By Team Reports
Reporting on this grouping of agents is useful to Call Center Supervisors who manage teams 
of agents. For the report, select from the displayed list of agent teams in your enterprise. 
This section includes:
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Summary List of Agent by Team Reports
The following table lists all the ICM Agents by Team 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 an ICM 
environment. Click the template name for a detailed description.
Template Name
Applicable 
Environment
Type
Description
IPCC and/or ICM
real-time table Current logon date and time, 
and last state change for each 
agent in the selected team(s), 
according to the skill group into 
which each agent is logged.