Cisco Cisco IPCC Web Option Installation Guide
The Reporting Guide for Cisco Unified ICM Enterprise & Hosted explains the components that
make up the Unified ICME architecture and how those components affect reporting. The
Reporting Guide for Cisco Unified ICM Enterprise & Hosted also explains reporting concepts
and the real-time and historical data that populate reports.
make up the Unified ICME architecture and how those components affect reporting. The
Reporting Guide for Cisco Unified ICM Enterprise & Hosted also explains reporting concepts
and the real-time and historical data that populate reports.
Using WebView to Generate Reports
WebView provides Unified ICME real-time and historical reports for agents, skill groups,
services, call types, trunk groups, routes, and scripts. These reports can be used to manage
agents, measure customer experience, and monitor call center operations.
services, call types, trunk groups, routes, and scripts. These reports can be used to manage
agents, measure customer experience, and monitor call center operations.
Note: When using WebView at the Unified ICME parent to run enterprise-wide reports, always
select the ICM Templates check box in each report category, as shown in the following figure.
Leave the IPCC Templates check box unchecked. When the ICM Templates check box is
checked, only reports that are applicable for enterprise-level reporting at the Unified ICME
parent display in the application. If you are not sure whether a particular report is applicable
for enterprise-level reporting at the Unified ICME parent, refer the WebView On-line Help for
that particular report.
select the ICM Templates check box in each report category, as shown in the following figure.
Leave the IPCC Templates check box unchecked. When the ICM Templates check box is
checked, only reports that are applicable for enterprise-level reporting at the Unified ICME
parent display in the application. If you are not sure whether a particular report is applicable
for enterprise-level reporting at the Unified ICME parent, refer the WebView On-line Help for
that particular report.
The following figure shows the WebView ICM Templates check box.
Figure 18: WebView Check Box
The topics that follow describe the main WebView Report categories and provide suggestions
on how to use them.
on how to use them.
Reporting Templates
The specific WebView ICM reporting templates that you choose to use in each of the report
categories depends on several factors, including your role in the contact center and the type of
data that you want to see. Please refer to the following documentation to get detailed information
about WebView report categories available to you at the Unified ICME parent, report templates
available to you in each report category, and a detailed discussion of individual performance
matrices displayed on the reports: WebView Template Reference Guide or the WebView On-line
Help.
categories depends on several factors, including your role in the contact center and the type of
data that you want to see. Please refer to the following documentation to get detailed information
about WebView report categories available to you at the Unified ICME parent, report templates
available to you in each report category, and a detailed discussion of individual performance
matrices displayed on the reports: WebView Template Reference Guide or the WebView On-line
Help.
Cisco IPCC Gateway Deployment Guide for Unified ICME, Unified CCE, and Unified CCX, Enterprise Releases 7.2(1) and Express Release 5.0(1)
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Chapter 4: - Understanding Reporting in an IPCC Gateway Deployment
Understanding Unified ICME Reporting