Cisco Cisco IPCC Web Option Installation Guide

In general, half-hour boundary issues are reduced if you run daily reports. However, if your
contact center runs 24 hours a day, you might still notice half-hour discrepancies for the 23:30:00
to 23:59:59 and 00:00:00 to 00:29:59 intervals.

Using ICM Enterprise Reporting to Manage Agents and Measure Customer Experience

WebView provides ICM real-time and historical reports for agents, skill groups, services, call
types, trunk groups, routes, and scripts. These reports can be used to manage agents, measure
customer experience, and monitor call center operations.

Note: When using WebView at the ICM Enterprise parent to run enterprise-wide reports, always
select the ICM Templates check box in each report category, as shown in the following figure.
Leave the IPCC Templates check box unchecked. When the ICM Templates check box is
checked, only reports that are applicable for enterprise-level reporting at the ICM Enterprise
parent display in the application. If you are not sure whether a particular report is applicable
for enterprise-level reporting at the ICM Enterprise parent, refer the WebView On-line Help
for that particular report.

The following figure shows the WebView ICM Templates check box.

Figure 16: WebView Check Box

The topics that follow describe the main WebView Report categories and provide suggestions
on how to use them.

Agent Reports

Agent reports provide metrics that enable supervisors and call center managers to monitor
real-time agent activity and review historical agent performance.

Cisco IPCC Gateway Deployment Guide ICM/IPCC Enterprise Edition Release 7.0(0), IPCC Express Release 4.0(0) Releases 7.0(0) and 4.0(0)