Cisco Cisco E-Mail Manager Unity Integration Option User Guide

Agent By Team Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

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.

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.

IPCC and/or ICM historical 

table

Logon duration and logout 

date and time for each agent 

in the selected team(s).

IPCC and/or ICM historical 

table

Agent task detail activity on 

incoming, outgoing, and 

internal calls, and callback 

messages, by team.

IPCC and/or ICM historical 

table

Task detail data on 

abandoned, held, assistance, 

and conference calls, by 

team.

IPCC and/or ICM real-time 

table

Current agent states of each 

agent within the specified 

team(s).

IPCC and/or ICM historical 

table

Agent task summary for each 

agent within the selected agent 
team(s), organized by the 
selected half hour(s). 

IPCC and/or ICM historical 

table

Agent task summary for each 

agent within the selected agent 
team(s), organized by the 
selected day(s).