Cisco Cisco IP Contact Center Release 4.6.2 Technical References
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Template Design Guide Using InfoMaker for Cisco Unified ICM/Contact Center Enterprise & Hosted Editions, Release 8.0(1)
Chapter 2 Introduction to Report Templates
Planning a Custom Report Template
Planning a Custom Report Template
Whether you create a new custom template “from scratch” (as explained in Chapter 3) or you create a
custom template by modifying an existing template (as explained in Chapter 4), first consider the
following:
custom template by modifying an existing template (as explained in Chapter 4), first consider the
following:
What is the reporting category for the template?
What entity do you want to target (for example: Agent by Agent, Call Types,
Peripheral services)?
Peripheral services)?
The reporting category determines the template’s Webview report type, and
consequently the menu where it appears in the WebView interface, the report
parameters passed to it, and the template library in which it will be stored.
What presentation style do you want for the template: graph or table?
consequently the menu where it appears in the WebView interface, the report
parameters passed to it, and the template library in which it will be stored.
What presentation style do you want for the template: graph or table?
Unified ICM/CCE templates can use either a tabular (text) or graph (graphical)
presentation format.
What data is to appear in the template?
presentation format.
What data is to appear in the template?
Which database tables and columns do you want to include in the template?
For information on Unified ICM databases, refer to the Database Schema
Handbook for Cisco ICM/IPCC Enterprise & Hosted Editions , Release 7.0(0)
and the Schema Help available from the Cisco Admin Workstation program
group.
What arguments does the template require to retrieve data?
Handbook for Cisco ICM/IPCC Enterprise & Hosted Editions , Release 7.0(0)
and the Schema Help available from the Cisco Admin Workstation program
group.
What arguments does the template require to retrieve data?
WebView users are prompted to specify certain data retrieval parameters when
launching a report template:
launching a report template:
•
Real-time reports always provide one argument—a list of IDs that represent
the entities listed in your report. These are the items the user selects in
WebView.
the entities listed in your report. These are the items the user selects in
WebView.
•
Historical reports always provide three arguments—a list of IDs and also
the start date and the end date for the period of time represented in your
report.
the start date and the end date for the period of time represented in your
report.
What computed fields, if any, does the template include?
Your template can include computed columns that reflect calculations based on
the values of two more database columns.
the values of two more database columns.
Computed columns can be created at two points in the template creation process:
when you create the template SQL statement (in the Select Painter), or when you
design the template layout (in the Report Painter).
when you create the template SQL statement (in the Select Painter), or when you
design the template layout (in the Report Painter).
However, templates containing computed columns created in the Report Painter
will not support WebView’s threshold capabilities. You can, however, use the
computer columns feature in Report Painter for formatting purposes; for
example, to change the time format to
will not support WebView’s threshold capabilities. You can, however, use the
computer columns feature in Report Painter for formatting purposes; for
example, to change the time format to
hh:mm:ss
.