User Guide

IPCC Agent Report Templates Agent by Peripheral Reports
2- 63
Cisco IP Contact Center Enterprise Edition WebView Template Reference Guide 6.0(0)
Agent by Peripheral Reports
Reporting on this grouping of agents is useful to Contact Center Administrators who have
responsibility for a certain site within the enterprise. Each site is designated by one or more
peripherals. For the report, select from the displayed list of peripherals in your enterprise.
This section includes:
• Summary List of Agent by Peripheral reports, page 2-63
• Example Agent by Peripheral Report, page 2-65
• Agent by Peripheral Real-Time Reports, page 2-65
• Agent by Peripheral Historical Reports, page 2-73
Summary List of Agent by Peripheral reports
The following table lists all the ICM Agents by Peripheral 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
agtper03: Agent
Peripheral Media
Logout Status
Report, page
2-73
IPCC and/or
standard ACD
historical table Logon duration and logout
date-time for each agent, by
peripheral.
agtper04: Agent
Peripheral Task
Detail Activity
Report, page
2-75
IPCC and/or
standard ACD
historical table Incoming, outgoing, and
internal tasks, callback
messages, and wrap-up work.
agtper05: Agent
Peripheral Task
Detail
Performance
Report, page
2-78
IPCC and/or
standard ACD
historical table Agent task detail performance
for abandoned, assistance,
held, and conference tasks, by
peripheral.
agtper20: Agent
Peripheral Real
Time Report,
page 2-66
IPCC and/or
standard ACD
real-time
table
Current agent states for each
agent within the selected
peripheral(s).
agtper21: Agent
Peripheral Task
Summary Half
Hour Report,
page 2-81
IPCC and/or
standard ACD
historical table Task summary for each agent
within the selected
peripheral(s), organized by the
selected half hour(s).