Cisco Cisco IP Contact Center Release 4.6.1 User Guide

WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

Agent By Agent Reports

2      IPCC Agent Report Templates

Agent By Agent Reports

Reporting on this grouping of agents is useful to a Contact Center Administrators 

with global responsibility of all agents in the Contact Center, regardless of their 

location. For the report, select from the displayed list of agents in your enterprise. 

This section includes:

Summary List of Agent by Agent Reports

The following table lists all the ICM Agents by Agent 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

historical table

Logon duration, and logout date and 

time for each agent.

IPCC and/or ICM

historical table

Agent task detail activity on 

incoming, outgoing, and internal 

tasks, callback messages, and 

wrap-up work.

IPCC and/or ICM

historical table

Agent task detail performance on 

abandoned, assistance, hold, and 

conference tasks.

IPCC and/or ICM

historical 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.

IPCC and/or ICM

real-time table

Current agent states for selected 

agents. 

IPCC and/or ICM

historical table

Agent task summary for selected 

agents, organized by the selected 

half hour(s).