Monitor ICR Reporting 43
2. Admin Workstation
2.3.2. Agent Reporting
GEOTEL•Agent Reporting is an optional feature that can be licensed for
peripherals (ACDs, PBXs) in the call center enterprise. With this feature
enabled, you can generate reports of agent-level data through Monitor
ICR. (The Siemens 9751 CBX (9005) and Rockwell Galaxy ACDs do
not support agent reporting.)
The types of reports you can generate vary in scope. For example, you
might want to report on the activity of specific agents within the
enterprise. Optionally, you might report on the activity of agents
associated with a particular skill group or agent team. Table 5
summarizes the types of agent reports you can generate.
Table 5: Agent Report Types
Report Type Scope
Peripheral agent Displays information about selected agents throughout
the enterprise regardless of peripheral associations.
Agent by
peripheral Displays information about each agent currently logged
into one or more selected peripherals.
Agent by skill
group Displays information about each agent currently logged
into one or more selected skill groups.
Agent by team Displays information about each agent in one or more
selected agent teams.
The data that are displayed in these reports include real-time and
historical data that cover:
Agent status Agent activity Agent performance
See also:
Chapter 7 “Available Data,” provides an overview of the data available
for agent-level reporting. Chapter 8, “Template Reference,” provides
details on each agent-level Monitor ICR report template.
Enabling Agent Reporting
A call center enterprise can contain many agents whose states are
changing frequently. Consequently, while monitoring agent states the
ICR might generate and store a large amount of data. To limit the
amount of data generated and stored, the ICR provides two ways to
control the generation of agent data:
Specify which peripherals in the enterprise provide agent data. Define the flow of data from a specific peripheral to a Distributor
AW site. This is called an agent distribution.