Cisco Cisco Unified Contact Center Enterprise 9.0(2) 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 Agent Reports
Agent By Agent Reports
Reporting on this grouping of agents is useful to a Contact Center Administrators with global
responsibility for all agents in the Contact Center, regardless of location. When you generate
the report, select from the displayed list of agents in your enterprise. These agents appear
in the Items list.
This section includes:
•
responsibility for all agents in the Contact Center, regardless of location. When you generate
the report, select from the displayed list of agents in your enterprise. These agents appear
in the Items list.
This section includes:
•
•
•
Summary List of Agent by Agent Reports
The following table lists the Agents by Agent report templates. All can be used in both an
IPCC or an ICM environment. Click the template name for a detailed description.
IPCC or an ICM environment. Click the template name for a detailed description.
Template Name
Type
Description
historical
table
table
Logon duration, and logout date and time
for each agent.
for each agent.
historical
table
table
Agent task detail activity on incoming,
outgoing, and internal tasks, callback
messages, and wrap-up work.
outgoing, and internal tasks, callback
messages, and wrap-up work.
historical
table
table
Agent task detail performance on
abandoned, assistance, hold, and
conference tasks.
abandoned, assistance, hold, and
conference tasks.
historical
table
table
Agent states and task detail events for
agents with agent state trace enabled.
The report displays data on the event
that changed an agent's state, the new
agent state, and the reason for the state
change.
agents with agent state trace enabled.
The report displays data on the event
that changed an agent's state, the new
agent state, and the reason for the state
change.
real-time
table
table
Current agent states for selected agents.
historical
table
table
Agent task summary for selected agents,
organized by the selected half hour(s).
organized by the selected half hour(s).
historical
table
table
Agent task summary for selected agents,
organized by the selected day(s).
organized by the selected day(s).
historical
table
table
Agent state summary for selected
agents, organized by the selected half
hour(s).
agents, organized by the selected half
hour(s).