Cisco Cisco IP Contact Center Release 4.6.1 User Guide

ICM WebView Online Help

There are five categories of ICM reports that can be used in an IPCC environment. 
See the following for all the ICM IPCC reports in these categories:

In the WebView template selection window, you can select to have only the IPCC 

templates displayed, to have only the standard ACD templates displayed, or to 

have all the ICM templates displayed. These selection boxes can also be used for 

InfoMaker generated reports. If an InfoMaker generated report name is prefixed 

with:

"ipcc_", then that report will be listed with the IPCC templates. 

"both_", then the report will be listed under both IPCC templates and standard 

(traditional ACD) templates.

"olds_", or has none of the preceding prefixes, then it will be listed under 

standard templates. 

IPCC Agent Reports

You can access reports on agents by selecting agent names, peripherals, skill 
groups, or teams. For an overview of agent reports, see 

Note: All ICM Agent reports can be used in an IPCC environment. 

The following tables list all the ICM IPCC Agent Type report templates that 

WebView

provides. Click the template name for a detailed description.