Cisco Cisco IP Contact Center Release 4.6.1 User Guide
Agent By Agent Reports
2 IPCC Agent Report Templates
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3
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Agent real-time reports
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IPCC and/or ICM
historical table
Agent task summary for selected
agents, organized by the selected
day(s).
IPCC and/or ICM
historical table
Agent state summary for selected
agents, organized by the selected
half hour(s).
IPCC and/or ICM
historical table
Agent state summary for selected
agents, organized by the selected
day(s).
IPCC and/or ICM
historical table
Agent half-hour activity and
performance for all the agents
connected to the selected
peripheral(s) during the selected
half-hour interval(s).
IPCC and/or ICM
historical table
Agent half-hour activity and
performance for all the agents
connected to the selected
peripheral(s) during the selected day
interval(s).
IPCC and/or ICM
historical table
All the report data available from the
Agent_Skill_Group_Half_Hour table.
ICM software generates
Agent_Skill_Group_Half_Hour records
for each logged on agent.
This report is for online viewing or for
exporting to Excel. It is not formatted
for printing.
ICM software generates
Agent_Skill_Group_Half_Hour records
for each logged on agent.
This report is for online viewing or for
exporting to Excel. It is not formatted
for printing.
IPCC and/or ICM
real-time table
All the report data available from the
Agent_Real_Time table. ICM software
generates Agent_Real_Time records for
each agent.
This report is for online viewing or for
exporting to Excel. It is not formatted
for printing.
generates Agent_Real_Time records for
each agent.
This report is for online viewing or for
exporting to Excel. It is not formatted
for printing.
IPCC and/or ICM
historical table
An overall summary of the not ready
status of selected agents in a given time
period.
period.
IPCC and/or ICM
historical table
Summary details of the not ready status
of selected individual agent sessions in a
given time period.
given time period.