Cisco Cisco Unified Contact Center Enterprise 9.0(1) Guia Do Utilizador

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

IPCC Agent Report Templates

Agent by Agent Reports

Agent by Agent Reports

Reporting on this grouping of agents is useful to a Contact Center Administrators 

with global responsibility of all agents in the Contact Center, regardless of their 

location. For the report, select from the displayed list of agents in your enterprise. 

This section includes:

Summary List of Agent by Agent Reports

The following table lists all the ICM Agent by Agent 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.

IPCC and/or 
standard ACD

historical table

Logon duration, and logout date 
and time for each agent.

IPCC and/or 
standard ACD

historical table

Agent task detail activity on 
incoming, outgoing, and 
internal tasks, callback 
messages, and wrap-up work.

IPCC and/or 
standard ACD

historical table

Agent task detail performance 
on abandoned, assistance, 
hold, and conference tasks.

IPCC and/or 
standard ACD

historical table

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.

IPCC and/or 
standard ACD

real-time 
table

Current agent states for 
selected agents.