Cisco Cisco IP Contact Center Release 4.6.1 User Guide

Note: Reports on agents in skill groups are sorted by media routing domain since skill groups can belong 
to only one media routing domain but agents can belong to more than one skill group. This way all the 
data on an agent in more than one skill group remains together.

This section includes:

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.

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