Cisco Cisco IPCC Web Option User Guide
Agent by Peripheral Reports
2 IPCC Agent Report Templates
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
% Not Ready
The percentage of time an agent spent in each Not Ready state relative to the other
Not Ready states.
Not Ready states.
Derived from: ((Agent_Event_Detail.Duration / (sum of Agent_Event_Detail.Duration
for all not ready reason codes))
for all not ready reason codes))
Media Summary
The total for each field for each agent logged into the media routing domain during the
given interval.
given interval.
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.
Note: The % Logon Duration and % Not Ready field summaries are averages.
Note: The % Logon Duration and % Not Ready field summaries are averages.
Agent by Peripheral Reports
Reporting on this grouping of agents is useful to Contact Center Administrators who
have responsibility for a certain site within the enterprise. Each site is designated
by one or more peripherals. For the report, select from the displayed list of
peripherals in your enterprise.
This section includes:
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•
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Summary List of Agent by Peripheral Reports
The following table lists all the ICM Agents by Peripheral 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.
Template Name
Applicable
Environment
Environment
Type
Description
IPCC and/or ICM
historical table
Logon duration
and logout
date-time for each
agent, by
peripheral.