Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Agent By Skill Group Reports

2      IPCC Agent Report Templates

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

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.

IPCC and/or ICM historical 

table

Data on logon duration and 

logout date and time for 

each agent by skill group.

IPCC and/or ICM historical 

table

Task detail data collected 

about agent activity on 

incoming, outgoing, 

internal tasks, and callback 

messages, by skill group.

IPCC and/or ICM historical 

table

Task detail data collected 

about agent performance 

(by skill group) related to 

abandoned, held, 

assistance, and conference 

tasks.

Outbound 

Option (IPCC 

and/or ICM)

real-time 

table

Current agent activity 

related to Blended Agent 

tasks.

IPCC and/or ICM historical 

table

All the tasks handled by 

each agent in the selected 

skill group(s), gathered in 

half-hour increments

Outbound 

Option (IPCC 

and/or ICM)

historical 

table

Each agent's task detail 

data performance on 

predictive tasks, gathered 

in half-hour increments

Outbound 

Option (IPCC 

and/or ICM)

historical 

table

Each agent's performance 

task data for preview calls, 

gathered in half-hour 

increments.

Outbound 

Option (IPCC 

and/or ICM)

historical 

table

Each agent's performance 

data for reservation calls, 

gathered in half-hour 

increments