User Guide

3-63
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent by Peripheral Reports
Agent Summary
The total for each field for each agent.
Report Summary
The total for all fields for all agents in the report.
Note: The
% Logon Duration and % Not Ready field summaries are averages.
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 3-63
• Agent by Peripheral Real-Time Reports, page 3-65
• Agent by Peripheral Historical Reports, page 3-74
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 an
ICM environment. Click the template name for a detailed description.
Template Name Applicable Environment Type Description
agtper03: Agent
Peripheral Media
Logout Status Report,
page 3-74
IPCC and/or ICM historical table Logon duration and
logout date-time for
each agent, by
peripheral.
agtper04: Agent
Peripheral Task Detail
Activity Report, page
3-76
IPCC and/or ICM historical table Incoming, outgoing,
and internal tasks,
callback messages,
and wr
ap-up work.
agtper05: Agent
Peripheral Task Detail
Performance Report,
page 3-79
IPCC and/or ICM historical table Agent task detail
performance for
abandoned,
assistance, held,
and conference
tasks, by peripheral.
agtper20: Agent
Peripheral Real Time
Report, page 3-65
IPCC and/or ICM real-time table Current agent states
for each
agent
within the selected
peripheral(s).