Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Templates contain configuration instructions for a specific presentation of data. 

A template provides the SQL queries, as well as the format, columns, headers, 
sorts, summaries, and groupings of data that can appear in a report.

When WebView reporting users create a report, they first select a reporting 
category, then select a template from that category, and finally specify the items 
(such as agents, skill groups, or peripherals) that are to populate that report. For 
historical reports, the user also selects a date range. 

When the report is generated from the template, its content reflects these item and 
date-range selections. 

Cisco templates are installed when you run WebView Reporting from ICM Setup. 
More than 225 Cisco-provided templates are available with WebView. 

Custom templates are templates created using Sybase InfoMaker. They are often 
created as ‘Save As’ (that is modified and renamed) versions of Cisco templates.

Cisco supports your ability to create custom templates as described in this guide. 
However, Cisco cannot troubleshoot SQL query errors or performance problems 
due to custom templates that were created incorrectly. 

Note also that if you change and rename a Cisco-provided template, it becomes 
an unsupported custom template.

Once a custom template is created and deployed, any changes that you make to it 
do not change the original Cisco template on which it was based.

Similarly, any changes to a Cisco template (for example, a change to columns and 
groupings due to a new release of WebView) do not change custom templates 
based on that original Cisco template.