Cisco Cisco Unified Contact Center Enterprise 9.0(2) User Guide
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WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted, Release 7.1(1)
Release 7.1(1)
Chapter 2 Agent Report Templates
Agent by Peripheral Reports
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.
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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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.
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
Type
Description
IPCC and/or ICM
historical table
Logon duration and
logout date-time for
each agent, by
peripheral.
logout date-time for
each agent, by
peripheral.
IPCC and/or ICM
historical table
Incoming, outgoing,
and internal tasks,
callback messages,
and wrap-up work.
and internal tasks,
callback messages,
and wrap-up work.
IPCC and/or ICM
historical table
Agent task detail
performance for
abandoned, assistance,
held, and conference
tasks, by peripheral.
performance for
abandoned, assistance,
held, and conference
tasks, by peripheral.
IPCC and/or ICM
real-time table
Current agent states
for each agent within
the selected
peripheral(s).
for each agent within
the selected
peripheral(s).
IPCC and/or ICM
historical table
Task summary for each
agent within the
selected peripheral(s),
organized by the
selected half hour(s).
agent within the
selected peripheral(s),
organized by the
selected half hour(s).