Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help 

About ICM WebView reports

What do WebView ICM system reports show me?

Using WebView ICM reports you can:

• Validate that the system is working properly.

• View the current state of the system in real-time.

• View historical information to evaluate past performance and predict future 

requirements.

WebView lets you choose from lots of report templates to format the data you want to 

monitor. That way, you can tailor your reports so that they suit the way you want to 

work.
You can:

• Set thresholds so that WebView reports alert you if call conditions approach or 

reach the critical points that you define.

• Create drilldown reports that provide you with detailed information about 

specific elements in the reports you monitor.

• Define start and stop date and time boundaries for your historical reports, so 

that you don't waste time looking at information that does not interest you.

• Save and print reports and also export data from WebView reports to other 

programs like spreadsheet or word processing programs.

Reports are based on all the data that ICM software collects about agents, skill 

groups, call routes, individual contact centers (peripherals), and company-wide 

(enterprise) services (for example sales or maintenance). 
ICM software collects all this data and stores it in database tables that it updates 

every five minutes, half-hour, and day. All of this accumulated information is 

distilled into reports that WebView displays on your browser. You can examine 

historical reports to analyze call routing activity that occurred in the past, or real 

time reports to analyze call routing activity going on right now.
When you create a WebView

 

report, you decide what the report scope and subject 

will be and which template the report will use. That way, the report displays only 

the information that interests you.