User Guide

IPCC Agent Report Templates Agent By Team Reports
2- 177
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent By Team Reports
Reporting on this grouping of agents is useful to Call Center Supervisors who manage teams
of agents. For the report, select from the displayed list of agent teams in your enterprise.
This section includes:
• Summary List of Agent by Team Reports, page 2-177
• Example Agent by Team Report, page 2-179
• Agent by Team Real-Time Reports, page 2-179
• Agent by Team Historical Reports, page 2-190
Summary List of Agent by Team Reports
The following table lists all the ICM Agents by Team 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.
Template Name
Applicable
Environment Type Description
agteam02: Agent
Skill Group Status
Report, page
2-180
IPCC and/or
Standard ACD
real-time
table
Current logon date and time,
and last state change for each
agent in the selected team(s),
according to the skill group into
which each agent is logged.
agteam03: Agent
Logout Status By
Team Report, page
2-190
IPCC and/or
Standard ACD
historical
table
Logon duration and logout date
and time for each agent in the
selected team(s).
agteam04: Agent
Task Detail Activity
Report, page
2-192
IPCC and/or
Standard ACD
historical
table
Agent task detail activity on
incoming, outgoing, and internal
calls, and callback messages, by
team.
agteam05: Agent
Task Detail
Performance
Report By Team,
page 2-195
IPCC and/or
Standard ACD
historical
table
Task detail data on abandoned,
held, assistance, and conference
calls, by team.
agteam20: Agent
Team Real Time
Report, page
2-182
IPCC and/or
Standard ACD
real-time
table
Current agent states of each
agent within the specified
team(s).
agteam21: Agent
Team Task
Summary Half
Hour Report, page
2-198
IPCC and/or
Standard ACD
historical
table
Agent task summary for each
agent within the selected agent
team(s), organized by the
selected half hour(s).