Cisco Cisco IPCC Web Option User Guide

 WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions

There are four categories of agent reports from which you can choose. The agent 

information in the templates in the different categories are grouped differently. 

However, the statistics provided in the templates are mostly the same and a similar 

set of templates is available in each category. The templates that are similar across 

agent categories can be identified by the report ID. For example, agent20, 

agteam20, agtper20, and agtskg20 are similar templates, however the agent 

information is grouped differently.

For summary descriptions of each category of agent reports and each report in that 

category, see:

Note: Agents that have been permanently deleted from the system do not show in 

an agent report.

Important: The Agent By Skill Group templates report only on skill groups that 

reside on a single peripheral. If you need to report on Enterprise skill groups (skill 

groups that span several sites, or several peripherals at one site), you should use 

the Enterprise Skill Group reporting templates.

Tips on selecting an agent template:

To see the agent’s or agent team’s current status, choose the templates from 

the real-time templates in the category list.

To see agents' task activity for a specified time period, choose the "task 

summary" templates. These templates gather data by the day or by the half 

hour. 

To see agents' performance during a specified time period, choose the 

"performance" templates. These templates gather data by the day or by the 

half hour. 

To see which agents are currently logged out, choose a "logout" template.

To see all the data available for agent templates, choose the "All_Fields" 

template.