Cisco Cisco IP Contact Center Release 4.6.1 User Guide
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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
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
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.