Cisco Cisco Unified Contact Center Enterprise 9.0(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)

Appendix A Creating Sample Report Templates

Sample Historical Template

How to Create a Sample Historical Template

Step 1

Select the Library and Presentation Style as follows:

Launch InfoMaker. From the InfoMaker toolbar, select Library.

Locate the

persvc

folder. Right-click the

ppb050.pbl

file, and select Set as working library.

From the InfoMaker toolbar, select File > New.

From the New dialog box, click the Object tab. Then select Tabular, and click OK. This launches
the Tabular Report Generator screen.

Step 2

Select the Data Source, Tables, and Columns as follows:

At the Tabular Report Generator screen, select SQL Select and click Next.

This opens the Select Tables dialog box on the Select Painter screen.

Scroll down to locate and click the

Service

table. Continue to scroll down and click the

Service_Half_hour table

. Click Open.

The Table Layout screen now contains two tables.

Add columns from these two tables follows:

–

From the

Service

Table, locate and select

EnterpriseName

–

From the

Service_Half_Hour

table, locate and select these seven columns:

DateTime

CallsOfferedToHalf

CallsHandledToHalf

CallsAbandQToHalf

ServiceLevelToHalf

AvgDelayQToHalf