Cisco Cisco IPCC Web Option User Guide

ICM WebView Online Help

Working with Reports

Upgrading from a previous version of ICM WebView

The following table lists deleted templates and their replacements in different 

reporting categories.

If you want to recreate a deleted report in WebView, use the replacement template 

to create the report and follow the wizard to add items to the report and, if 

necessary, date and time range. If you do not remember the parameters of the 

deleted report, follow the directions below to open the text version of the report file 

stored on the WebView server and view the parameters.

How to view saved report files that were not migrated to the WebView 

database

Although you cannot use WebView to view saved reports that were not migrated to 

the WebView database, you can open the saved report files in a text editor to view 

the parameters used when you created the report.  Parameter examples include 

date and time range, agents, and peripherals. You can use these parameters when 

running a new report in WebView.

Navigate to the directory in which saved report files are stored. After you install 

WebView 5.0, back-up files of existing saved reports are located in the following 

directories:

• <drive>:\icm\<instance>\dis\web\userdata\<"private" or 

"shared">\<username>\wv_converted

• <drive>:\icm\<instance>\dis\web\userdata\shared\all\wv_converted

Open the saved report file in a text editor.

agtper02_agent_status_by_skill_group

agtskg20: Agent Skill Group Real Time

Note: The Last State Change field has been replaced 

with a Duration in Current State field.

entsvc10_queue_point_service_level

caltyp20: Call Type Real Time

entsvc19_queue_point_service_level

caltyp21: Call Type Half Hour

ipcc_entsvc20_hh_grid

caltyp21: Call Type Half Hour

ipcc_entsvc21_day_grid

caltyp22: Call Type Daily

peragt02_agent_status_by_skill_group

agtskg20: Agent Skill Group Real Time