User Guide

4-2
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 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 for all agents in the Contact Center, regardless of location. When you generate the report,
select from the displayed list of agents in your enterprise. These agents appear in the Items list.
Note In some Agent Historical reports, the sum of the columns with the percentages (for example:% Wrap-Up
Time, Not Ready %, % Busy Other, and so on) is not exactly 100%. Since the values and the summaries
in these columns are rounded up or down, the sum is usually more than 100% and less than 101% (for
example: 100.3%, 100.03%, and so on). The decimal values can be ignored.
This section includes:
• Summary List of Agent by Agent Reports, page 4-2
• Agent real-time reports, page 4-4
• Agent Historical Reports, page 4-12
Summary List of Agent by Agent Reports
The following table lists the Agents by Agent report templates. All can be used in both Unified CCE or
Unified ICM environment. Click the template name for a detailed description.
Template Name Type Description
agent03: Agent Media Logout
Status Report, page 4-12
historical table Logon duration, and logout date and time for
each agent.
agent04: Agent Task Detail
Activity Report, page 4-15
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 4-18
historical table Agent task detail performance on abandoned,
assistance, hold, and conference tasks.
agent06: Agent State Trace
Detail By Events Report,
page 4-21
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 4-4
real-time table Current agent states for selected agents.
agent21: Agent Task Summary
Half Hour Report, page 4-24
historical table Agent task summary for selected agents,
organized by the selected half hour(s).
agent22: Agent Task Summary
Daily Report, page 4-28
historical table Agent task summary for selected agents,
organized by the selected day(s).