Cisco Cisco IP Contact Center Release 4.6.1 User Guide

WebView report templates are stored in, and accessed from, PowerBuilder library 
files (PBLs) on your WebView server. 

The path to the location where all templates are stored is: 
icm\<icm_instance_name>\aw\custom.

The

 

custom

 

folder contains a subdirectory for each reporting category. For 

example, there is a subdirectory for the Agent by Agent, a subdirectory for Agent 
by Team, and so forth. 

 illustrates the directory structure.

Within each subdirectory folder, there is a library file named 

PPB050.PBL. 

It’s important that you select the appropriate working library in InfoMaker when 
you create a new template. 

Working within the environment of the appropriate library ensures that the 
template:

is associated with the correct report category

displays under the correct menu in WebView 

has access to the correct retrieval values

See 

 for the procedure to set the 

working library.

Both real-time and historical templates are stored in the same library file for a 
specific report category. For example, the templates for call type real-time and 
historical reports are all stored in the library file located in the caltyp 
subdirectory. 

WebView only recognizes and displays templates from the standard libraries that 
ship with ICM/IPCC

. 

In other words, you cannot create your own library files and 

display their templates in WebView.

However, you can create you own libraries to store templates under development, 
or templates that you want to remove from WebView but retain for possible future 
use. See the InfoMaker documentation for instructions on creating new libraries.