Cisco Cisco Administrative Workstation User Guide
Reporting on Agents
Managing agents in a contact center can assist with measuring performance, determining
incentives, and identifying training needs.
incentives, and identifying training needs.
In the Unified ICM system, an agent is associated with a peripheral and is a member of one or
more skill groups. Agents might also be organized into teams.
more skill groups. Agents might also be organized into teams.
The Agent Reports category in WebView offers more than 60 reports on agent performance
and activity. You can find a list of all Agent Reports in
and activity. You can find a list of all Agent Reports in
.
This chapter explains reporting metrics useful for managing agents and which report templates
contain those metrics.
contain those metrics.
It has cross references to sections in
that explain how to configure and
script your system so that your reports contain appropriate and accurate agent data.
Note: This chapter explains WebView reporting in Unified ICM system. If you choose to use
ACD Agent reports, or if your ACD does not support Unified ICM agent reporting, the
information in this chapter is not relevant for you.
ACD Agent reports, or if your ACD does not support Unified ICM agent reporting, the
information in this chapter is not relevant for you.
Unified ICM does not support agent reporting for some Peripheral Gateways and for very large
enterprise deployments. Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release
7.1(1) Hardware and System Software Specifications (Bill of Materials) for details.
enterprise deployments. Refer to the Cisco ICM/IPCC Enterprise & Hosted Editions Release
7.1(1) Hardware and System Software Specifications (Bill of Materials) for details.
This chapter contains the following topics:
•
•
•
•
•
•
•
•
Reporting Guide for Cisco Unified ICM Enterprise & Hosted Release 7.2(1)
77
Chapter 5