Cisco Cisco IP Contact Center Release 4.6.1 Installation Guide

WebView is a web-based query and presentation reporting application that allows access to reporting 
data over the corporate intranet.

WebView reporting users are typically individuals who supervise a group of agents and who rely on 
WebView reports to monitor contact center statistics for date and agent activity at the enterprise level.

Users log in by entering the WebView URL from the browser on their client PCs or workstations 
(

http://<webviewserver>/<instance>

). (If SSL is enabled for the full session, they must log in 

using 

https

.)

Once logged in, they can generate real-time and historical reports that display integrated information 
about various aspects of contact center operations.

Real-time reports offer up-to-the-minute data collected now and in the last five- and thirty-minute 
intervals. 

Historical reports present contact center activity in selected half-hour or daily intervals.

Reports are represented in both tabular and graphical formats. Report data is determined by the category 
and scope of the template the user selects and also by the items and date range the user chooses when 
generating a report from the template.

WebView is installed with more than 200 Cisco-provided report templates.

Users who require additional templates to meet specific analysis needs have the option to purchase, 
install, and integrate InfoMaker

 

10. x

 

software from Sybase to create custom templates. Custom 

templates are typically modified versions of out-of-the-box WebView templates, with columns added or 
deleted and SQL queries added or revised. Refer to the Template Design Guide Using InfoMaker for 
Cisco ICM/IPCC Enterprise & Hosted Editions for the procedure to install and use InfoMaker to create 
custom templates.

The data sources for WebView reports are the real-time database (AWDB) and the Historical Database 
Server (HDS), which are created on the primary distributor Admin Workstation. 

Favorite reports, saved report definitions, as well as scheduled report jobs, are stored in the WebView 
database (WVDB). This database is also located on the distributor Admin Workstation.

For more on these databases, see 

Various components comprise the WebView architecture. This section explains these components, 
requirements for them, and the sequence in which they must be deployed. All components are on the 
same hardware platform.

In a standard deployment, shown in the illustration below, WebView and the 

 co-resident on the same server. The reporting user connects from a client PC. InfoMaker 

(an optional component used for custom reporting), must be installed on a separate machine that can 
access the WebView server (for templates) and the Admin Workstation databases). InfoMaker cannot be 
installed on the WebView server or on a distributor AW where WebView is installed.