Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
IPCC Agent Report Templates
Agent By Skill Group Reports
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Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent By Skill Group Reports
This grouping of agents is useful for a Contact Center Supervisor or team lead that is
responsible for specific skill groups. For the report, select from the displayed list of skill
groups in your enterprise. For an overview of skill groups, see About Skill Groups.
responsible for specific skill groups. For the report, select from the displayed list of skill
groups in your enterprise. For an overview of skill groups, see About Skill Groups.
Note: Reports on agents in skill groups are sorted by media routing domain since skill groups
can belong to only one media routing domain but agents can belong to more than one skill
group. This way all the data on an agent in more than one skill group remains together.
can belong to only one media routing domain but agents can belong to more than one skill
group. This way all the data on an agent in more than one skill group remains together.
This section includes:
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Summary List of Agent by Skill Group Reports
The following table lists all the ICM Agents by Skill Group report templates that WebView
provides. Each of these templates can be used in an IPCC environment, a few of them can be
used only in an IPCC environment, and most of them can be used in either an IPCC or a
standard ACD environment. Click the template name for a detailed description.
used only in an IPCC environment, and most of them can be used in either an IPCC or a
standard ACD environment. Click the template name for a detailed description.
Template Name
Applicable
Environment
Environment
Type
Description
IPCC and/or
standard ACD
standard ACD
historical
table
table
Data on logon duration and
logout date and time for
each agent by skill group.
logout date and time for
each agent by skill group.
IPCC and/or
standard ACD
standard ACD
historical
table
table
Task detail data collected
about agent activity on
incoming, outgoing, internal
tasks, and callback
messages, by skill group.
about agent activity on
incoming, outgoing, internal
tasks, and callback
messages, by skill group.
IPCC and/or
standard ACD
standard ACD
historical
table
table
Task detail data collected
about agent performance
(by skill group) related to
abandoned, held, assistance,
and conference tasks.
about agent performance
(by skill group) related to
abandoned, held, assistance,
and conference tasks.
Outbound Option
(IPCC and/or
standard ACD)
(IPCC and/or
standard ACD)
real-time
table
table
Current agent activity
related to Blended Agent
tasks.
related to Blended Agent
tasks.
IPCC and/or
standard ACD
standard ACD
historical
table
table
All the tasks handled by
each agent in the selected
skill group(s), gathered in
half-hour increments
each agent in the selected
skill group(s), gathered in
half-hour increments