User Guide

4-194
WebView Template Reference Guide for Cisco Unified Contact Center Enterprise & Hosted, Release 8.0(1)
Chapter 4 Agent Report Templates
Agent By Team Reports
Summary List of Agent by Team Reports
The following table lists all the Unified ICM Agents by Team report templates that WebView provides.
Each of these templates can be used in a Unified CCE environment, a few of them can be used only in
a Unified CCE environment, and most of them can be used in either a Unified CCE or Unified ICME.
Click the template name for a detailed description.
Template Name
Applicable
Environment
Type Description
agteam02: Agent
Skill Group Status
Report, page 4-196
Unified CCE, Unified
ICM
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 4-213
Unified CCE, Unified
ICM
historical table
Logon duration and logout date and
time for each agent in the selected
team(s).
agteam04: Agent Task
Detail Activity
Report, page 4-215
Unified CCE, Unified
ICM
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 4-218
Unified CCE, Unified
ICM
historical table Task detail data on abandoned, held,
assistance, and conference calls, by
team.
agteam20: Agent
Team real-time
Report, page 4-198
Unified CCE, Unified
ICM
real-time table Current agent states of each agent
within the specified team(s).
agteam21: Agent
Team Task Summary
Half Hour Report,
page 4-221
Unified CCE, Unified
ICM
historical table
Agent task summary for each agent
within the selected agent team(s),
organized by the selected half
hour(s).
agteam22: Agent
Team Task Summary
Daily Report,
page 4-226
Unified CCE, Unified
ICM
historical table
Agent task summary for each agent
within the selected agent team(s),
organized by the selected day(s).
agteam23: Agent
Team Performance
Summary Half Hour
Report, page 4-230
Unified CCE, Unified
ICM
historical table
Agent state summary for each agent
within the selected team(s), orga
-
nized by the selected half hour(s).