Cisco Cisco E-Mail Manager Unity Integration Option Technical References

A-8

Template Design Guide Using InfoMaker for Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 8.0(1)

Appendix A Creating Sample Report Templates

Sample Historical Template

This section provides instructions for creating a sample historical report template that displays data for
selected peripheral services.

The completed template will produce a report that looks similar to the following example:

For each service, this template shows the following pieces of information from tables in the reporting
database:

•

Enterprise Name (from the

Service

table) is the category, or subject of the report template. The

category identifies the entities for which the template will retrieve data.

•

From the

Service_Half_Hour

table, the following values are displayed for each entity in the

report template:

–

DateTime

–

CallsOfferedToHalf

–

CallsAbandQToHalf

–

ServiceLevelToHalf

–

AvgDelayQToHalf

–

CallsHandledToHalf

–

HandleTimeToHalf

Specifications for the Sample Historical Template

Table A-2

Sample Historical Template Specifications

Component

Description

Reporting Element / Template
Library

icm\<icm_instance_name>\aw\custom\persvc\ppb
050.pbl

Presentation Style

Tabular