User Guide

2- 2
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, page 2-2
• Example Agent by Agent Report, page 2-4
• Agent Real-Time Reports, page 2-4
• Agent Historical Reports, page 2-13
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.
Template Name
Applicable
Environment Type Description
agent03: Agent
Media Logout
Status Report,
page 2-13
IPCC and/or
standard ACD
historical table Logon duration, and logout date
and time for each agent.
agent04: Agent
Task Detail
Activity Report,
page 2-15
IPCC and/or
standard ACD
historical table Agent task detail activity on
incoming, outgoing, and
internal tasks, callback
messages, and wrap-up work.
agent05: Agent
Task Detail
Performance
Report, page
2-17
IPCC and/or
standard ACD
historical table Agent task detail performance
on abandoned, assistance,
hold, and conference tasks.
agent06: Agent
State Trace Detail
By Events Report,
page 2-21
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.
agent20: Agent
Real Time Report,
page 2-5
IPCC and/or
standard ACD
real-time
table
Current agent states for
selected agents.