Cisco Cisco IP Contact Center Release 4.6.1 Mode D'Emploi
13-2
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About IPCC Reports
IPCC Agent Reports
Table 13-1 Agent By Agent Templates
Template Name
Type
Description
historical
A table of logon duration, and logout date and time
for each agent.
historical
A table of agent task detail activity on incoming,
outgoing, and internal tasks, callback messages,
and wrap-up work.
historical
A table of agent task detail performance on
abandoned, assistance, hold, and conference tasks.
historical
A table of agent states and task detail events for
agents with agent state trace enabled.
The report displays data on the event that changed
an agent's state, the new agent state, and the
reason for the state change.
real-time
A table of the current agent states for selected
agents.
historical
An agent task summary table for selected agents,
organized by the selected half hour(s).
historical
An agent task summary table for selected agents,
organized by the selected day(s).
historical
An agent state summary table for selected agents,
organized by the selected half hour(s).
historical
An agent state summary table for selected agents,
organized by the selected day(s).
historical
An agent half-hour activity and performance table
for all the agents connected to the selected
peripheral(s) during the selected half-hour
interval(s).
historical
An agent half-hour activity and performance table
for all the agents connected to the selected
peripheral(s) during the selected day interval(s).