Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help 

About ICM WebView reports

Historical Reports

Base and Sub-Skill Groups

Some peripherals allow skill groups to be prioritized. In this case, skill groups can 

be defined as either base skill groups or sub-skill groups. The base skill group is 

the collection of sub-skill groups. Sub-skill groups are suffixed by .pri (for 

primary), .sec (for secondary), and so on. Agents in the .pri skill group would, for 

example, have more skill in an area while the agents in the .sec skill group would 

be the backup agents.

• Agents should be assigned to either base skill groups or sub-skill groups, but 

not both. When creating skill group reports, only choose skill groups to which 

agents are assigned. However, if agents are assigned to sub-skill groups and you 

want the information for all the sub-skill groups rolled up into the skill group 

report, then just choose base skill groups. Please follow these recommendations 

or there will be double counting of skill group information.

• The default skill group is not the base skill group. The base skill group is one 

that has sub-skill groups.

• The summary row in a report adds up all the columns within the report. It is not 

reflective of how many agents there are overall, but how many agents are 

assigned for each skill group. For example, one agent that is assigned to two 

skill groups shows up as two agents in the summary row.

Historical Reports

WebView includes a set of predefined ICM software historical report templates that 

present data about the activity that has gone on in the past.

Historical data provides information up to the most recent interval as well as by 

absolute or relative dates. Data is collected at 5-minute and 30-minute intervals 

and stored in the ICM software's central database. During each 30-minute interval, 

statistics accumulate in real-time tables. At the end of each 30-minute interval, the 

statistics are written to half-hour tables. The date and time at the start of each 

30-minute interval is saved with the data. This allows you to look back at data from 

previous 30-minute intervals. The first 30-minute interval for each day begins at 

12:00 midnight and ends at 12:30 A.M. (24 ½ hours later).

When you work with historical reports you define the date and time range for the 

report so that you don't waste time looking at information that doesn't interest 

you.
Some of these historical reports are graphical and show a pictorial view of call 

routing activity. Other historical reports are tables that show call routing data in a 

table format.