User Guide

3-178
WebView Template Reference Guide for Cisco Unified CC Enterprise & Hosted, Release 7.5(1)
Chapter 3 Agent Report Templates
Agent By Team Reports
Net Cons Out
The number of network consultative calls completed
by agents who have at least one
call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsToHalf
Net Cons Out Time
The number of seconds spent on network consultative calls by agents who have at least
one call on hold.
Derived from: Agent_Skill_Group_Half_Hour.NetConsultativeCallsTimeToHalf
Net Conf Out
The number of conference calls initiated by agents.
Derived from: Agent_Skill_Group_Half_Hour
.NetConferencedOutCallsToHalf
Net Conf Out Time
The number of seconds spent
on conference calls.
Derived from: Agent_Skill_Group_Half_Hour.NetConferencedOutCallsTimeToHalf
Net Trans Out
The number of calls transferred out by agents in the half hour interval.
Derived from: Agent_Skill_Group_Half_Hour.NetTransferredOutCallsToHalf
Agent By Team Reports
Reporting on this grouping of agents is useful to Call Center Supervisors who manage teams
of agents. For the report, select from the displayed list of agent teams in your enterprise.
This section includes:
• Summary List of Agent by Team Reports, page 3-178
• Agent by Team Real-Time Reports, page 3-180
• Agent by Team Historical Reports, page 3-195
Summary List of Agent by Team Reports
The following table lists all the ICM Agents by Team 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
Envir
onment Type Description
agteam02: Agent
Skill Group Status
Report, page
3-180
IPCC and/or 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.