Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)

IPCC Agent Report Templates

Agent By Skill Group Reports

Outbound Option 
(IPCC and/or 
standard ACD)

historical 
table

Each agent's task detail data 
performance on predictive 
tasks, gathered in half-hour 
increments

Outbound Option 
(IPCC and/or 
standard ACD)

historical 
table

Each agent's performance 
task data for preview calls, 
gathered in half-hour 
increments.

Outbound Option 
(IPCC and/or 
standard ACD)

historical 
table

Each agent's performance 
data for reservation calls, 
gathered in half-hour 
increments

IPCC and/or 
standard ACD

real-time 
table

The current agent states of 
each agent within the 
selected skill group(s).

IPCC and/or 
standard ACD

historical 
table

Agent task summary for 
each agent within the 
selected skill group(s), 
organized by the selected 
half hour(s). 

IPCC and/or 
standard ACD

historical 
table

Agent task summary for 
each agent within the 
selected skill group(s), 
organized by the selected 
day(s).

IPCC and/or 
standard ACD

historical 
table

Agent state summary for 
each agent within the 
selected skill group(s), 
organized by the selected 
half hour(s).

IPCC and/or 
standard ACD

historical 
table

Agent state summary for 
each agent within the 
selected skill group(s), 
organized by the selected 
day(s).

IPCC only

historical 
table

Agent daily task statistic 
totals and time allocations, 
gathered in half-hour 
increments.

IPCC only

historical 
table

Agent daily task statistic 
totals and time allocations, 
gathered in day increments.