Cisco Cisco Unified Intelligent Contact Management Software User Guide
Agent By Skill Group Reports
2 IPCC Agent Report Templates
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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.
Template Name
Applicable
Environment
Environment
Type
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