Cisco Cisco Administrative Workstation User Guide

Reporting on Agent Teams

An agent team is an organizational tool that is configured to reflect the reporting structure in a
contact center. Agent teams are not targets for call routing. They are valid for agent team
reporting only and serve as a vehicle by which supervisors can monitor the agents for which
they are responsible.

Report on agent teams to monitor the performance of a particular team. Supervisors can report
on the agents in teams that they supervise.

Teams are peripheral-specific. That is, all agents on a team and the supervisor(s) for the team
must reside on the same peripheral. An individual agent can be assigned to one team only.

Supervisors are a special type of agents who have been configured in the Configuration Manager
with limited reporting privileges to see information in the Agent report categories, and within
those categories, to see data for only those agents on teams that they supervise.

You can select 0 or 1 primary supervisor for an agent team, and you can select multiple secondary
supervisors for each team. Each supervisor can be a supervisor for multiple teams.

Note: In order to use Agent Team reports, you must configure teams and supervisors in
Configuration Manager. The team structure you choose is up to you. You might prefer to use
your ACD configuration. You might also prefer to use your ACD reports to monitor agent teams.

Reports that show Agent Teams

These are some of the reports that contain information on Agent Teams:

•

agteam20: Agent Team Real Time

•

agteam26: Agent Team Consolidated Daily

For the complete list of agent teams templates, see 

.

Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)