Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help 

New WebView Features in ICM 5.0

New WebView Features in ICM 5.0

In ICM 5.0, WebView reporting replaces the Monitor ICM reporting tool. The 

following are new WebView features in ICM 5.0:

Multichannel Reporting. Contact center managers can use WebView to create 

or view multi-channel contact center reports from the ICM database. 

Multi-channel means multiple ways of interacting with customers, such as 

through voice, email, text chat, and so on. Voice reports include those made in 

traditional ACD environments as well as those in an IPCC environment.
Reports that can display data about multiple channels contain a media routing 

domain field. Note, however, that for application specific information (text chat, 

e-mail contents, and other application specific details), you need to run the 

report from that application. 
The multichannel reports in ICM WebView contain data only from the ICM 

database. See 

Caching. Caching of the template selection list and the template data items list 

for each template category is enabled if the database is not partitioned. By 

default the items and list are cached for 120 minutes. This greatly increases 

performance, especially when there are multiple WebView users. Note that 

reports are not cached.

WebView servers. Multiple WebView servers can be grouped together as one 

when you need to increase performance for many users.

Tasks. A task is a work item (for example, a call, an e-mail, or a text chat) that 

an application has requested ICM software to route and that can be assigned to 

an agent. Since ICM 5.0 is multichannel, the word "tasks" has replaced the word 

"calls" in many of the reports. When a data field is valid for voice media only, 

that is indicated by an asterisk next to it in the template help.

Template type selection. Template type check boxes have replaced the 

template type selection list on the template selection page so that you can select 

more than one type of template to be displayed at the same time.

Agent states. With multichannel reporting, come changed and additional agent 

states. New agent states are Active (replaces the talking state in many 

templates), Not Active, and Paused. See the online Glossary for agent state 

definitions. 

Favorites. This feature allows you to store frequently used report definitions in 

the Favorites list so that you can quickly find them. See 

Setting Dates. The procedure for setting dates in historical reports has been 

simplified. See 

Sorting. You can change how the data is sorted in reports that do not group 

data. Reports that group data have summary lines for the grouped data. You can 

sort data by any report column with an underlined column header. Report data 

sorts in ascending order in the column you select. To resort the data, click on 

the underlined header.