Cisco Cisco IP Contact Center Release 4.6.2 User Guide

There are four subcategories of agent reports. The templates in each subcategory are similar, 
and the data is derived from the same database tables. However, the data is grouped and 
summaries are totalled differently, based on the purpose of the subcategory.
You can identify templates that are similar across agent subcategories by the report ID. For 
example, agent20, agteam20, agtper20, and agtskg20 are similar templates, but differ in the 
way that the agent information is grouped.
For summary descriptions of each category of agent reports and each report in that category, 
see:
  •

To see illustrations of these reports, see 

.

Agents that have been permanently deleted from the system do not show in an 

agent report.

Important: The Agent By Skill Group templates report only on skill groups that reside on a 
single peripheral. To report on Enterprise skill groups (skill groups that span several sites, or 
several peripherals at one site), use the Enterprise Skill Group reporting templates.
Tips on selecting an agent template:
  •

To see the agent’s or agent team’s current status, choose the templates from the 
real-time templates in the category list.

To see agents' task activity for a specified time period, choose the "task summary" 
templates. These templates gather data by the day or by the half hour. 

To see agents' performance during a specified time period, choose the "performance" 
templates. These templates gather data by the day or by the half hour. 

To see which agents are currently logged out, choose a "logout" template.

To see all the data available for agent templates, choose the "All_Fields" template.