Cisco Cisco IPCC Web Option Mode D'Emploi
Agent By Agent Reports
2 IPCC Agent Report Templates
2-
23
WebView Template Reference Guide for Cisco IPCC Enterprise & Hosted Editions
Data:
Agent Name
The last and first name of the agent.
Derived from: Person.LastName + ', ' + Person.FirstName
Purpose
To show detail on historical agent-state changes for the
selected time period.
Note: The agent state trace data is not turned on by
default. Turning it on may have a negative effect on your
system.
• Use the ICM Configuration Manager to turn on this
option.
• Enabling the Agent State Trace option causes the
generation of a large amount of historical data. It is
recommended that you only enable this option for a small
subset of your agents and only for a limited amount of
time.
Applicable
environment
IPCC and/or ICM
Template type
Historical table
Default sort order
By agent last name, first name, media routing domain,
and date and time
Drilldowns available
No
Schema database
tables
Agent
Person
Media_Routing_Domain
Agent_State_Trace