Cisco Cisco IP Contact Center Release 4.6.2 User Guide
C H A P T E R
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Cisco ICM Software Custom Screen Builder User Guide
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Introduction to Report Templates
This chapter describes the basic attributes that define and shape ICM report templates.
It also describes points you should consider when planning a template. It contains these
sections:
It also describes points you should consider when planning a template. It contains these
sections:
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About ICM Report Template Attributes
Each ICM WebView report template is defined and shaped by the following four basic
attributes:
attributes:
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Database: When you create a template, you specify whether it should include either
real-time data (from the Admin Workstation local database) or historical data (from
the ICM central database, or optionally, the ICM distributor database).
real-time data (from the Admin Workstation local database) or historical data (from
the ICM central database, or optionally, the ICM distributor database).
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Report Category: When you create a template, you save it to a PowerBuilder library
file that associates it with a specific WebView report category (e.g., call type,
peripheral services, etc.).
file that associates it with a specific WebView report category (e.g., call type,
peripheral services, etc.).
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SQL Statement: When you create a template, you construct a Structured Query
Language (SQL) select statement that determines what data is included in the
report.
Language (SQL) select statement that determines what data is included in the
report.
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Presentation Format: When you create a template, you specify its presentation
format. The presentation format determines the format in which the report is
rendered. ICM Webview templates can use either a graph (graphical) or grid (text)
presentation format.
format. The presentation format determines the format in which the report is
rendered. ICM Webview templates can use either a graph (graphical) or grid (text)
presentation format.