User Guide

3-2
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 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.
This section includes:
• Summary List of Agent by Agent Reports, page 3-2
• Agent real-time reports, page 3-4
• Agent Historical Reports, page 3-12
Summary List of Agent by Agent Reports
The following table lists the Agents by Agent report templates. All can be used in both an
IPCC or an ICM environment. Click the template name for a detailed description.
Template Name Type Description
agent03: Agent Media Logout
Status Report, page 3-12
historical
table
Logon duration, and logout date and time
for each agent.
agent04: Agent Task Detail
Activity Report, page 3-15
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
3-18
historical
table
Agent task detail performance on
abandoned, assistance, hold, and
conference tasks.
agent06: Agent State Trace
Detail By Events Report, page
3-21
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 3-4
real-time
table
Current agent states for selected agents.
agent21: Agent Task
Summary Half Hour Report,
page 3-23
historical
table
Agent task summary for selected agents,
organized
by the selected half hour(s).
agent22: Agent Task
Summary Daily Report, page
3-27
historical
table
Agent task summary for selected agents,
organized
by the selected day(s).
agent23: Agent Performance
Summary Half Hour Report,
page 3-30
historical
table
Agent state summary for selected
agents, organized by the selected half
hour(s).