Cisco Cisco IP Contact Center Release 4.6.2 User Guide
2-2
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent By Agent Reports
Agent By Agent Reports
Reporting on this grouping of agents is useful to a Contact Center Administrators with global
responsibility for all agents in the Contact Center, regardless of location. When you generate the report,
select from the displayed list of agents in your enterprise. These agents appear in the Items list.
responsibility for all agents in the Contact Center, regardless of location. When you generate the report,
select from the displayed list of agents in your enterprise. These agents appear in the Items list.
This section includes:
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Summary List of Agent by Agent Reports
The following table lists the Agents by Agent report templates. All can be used in both an IPCC or an
ICM environment. Click the template name for a detailed description.
ICM environment. Click the template name for a detailed description.
Template Name
Type
Description
historical table
Logon duration, and logout date and time for
each agent.
each agent.
historical table
Agent task detail activity on incoming,
outgoing, and internal tasks, callback
messages, and wrap-up work.
outgoing, and internal tasks, callback
messages, and wrap-up work.
historical table
Agent task detail performance on abandoned,
assistance, hold, and conference tasks.
assistance, hold, and conference tasks.
historical table
Agent states and task detail events for agents
with agent state trace enabled.
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.
changed an agent's state, the new agent state,
and the reason for the state change.
real-time table
Current agent states for selected agents.
historical table
Agent task summary for selected agents,
organized by the selected half hour(s).
organized by the selected half hour(s).
historical table
Agent task summary for selected agents,
organized by the selected day(s).
organized by the selected day(s).
historical table
Agent state summary for selected agents,
organized by the selected half hour(s).
organized by the selected half hour(s).
historical table
Agent state summary for selected agents,
organized by the selected day(s).
organized by the selected day(s).