Cisco Cisco IPCC Web Option Mode D'Emploi

IPCC and/or ICM

Historical table

Half-hour FTE counts for 
agents signed on, idle, 
available, talking, and in 
wrap-up.

IPCC and/or ICM

Historical bar 
graph

The normalized 
percentage of agent-states 
over a specified range of 
time, gathered in half-hour 
increments

IPCC and/or ICM

real-time table

Statistics showing skill 
group Outbound Option 
status.

IPCC and/or ICM

historical table

Statistics showing the 
percentage of time that 
Outbound Option agents 
spent in the signed on, 
handle, talk, and hold 
states, gathered in 
half-hour increments.

IPCC and/or ICM

historical table

All fields in the 
Skill_Group_Half_Hour 
table sorted by skill group 
name. This report is for 
on-line viewing, or for 
export to Microsoft Excel. 

IPCC and/or ICM

real-time table

All fields in the 
Skill_Group_Real_Time 
table sorted by skill group 
name. This report is for 
on-line viewing, or for 
export to Microsoft Excel.

IPCC and/or ICM

real-time

A table of all the agents 
that are configured for the 
selected skill group(s), but 
currently not logged in. 

Note: An agent can 
appear more than once, if 
the agent is configured for 
more than one skill group.

IPCC only

real-time table

A table of the selected 
peripheral skill group(s) 
showing the current 
statistics for each skill 
group