Cisco Cisco IP Contact Center Release 4.6.2 User Guide
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Cisco ICM Software Custom Screen Builder User Guide
Chapter 2 Introduction to Report Templates
About ICM Databases
For example, you can create a historical template for peripheral services that retrieves
the total number of tasks handled by certain peripheral services and which displays the
data in a grid report.
the total number of tasks handled by certain peripheral services and which displays the
data in a grid report.
About ICM Databases
Report templates can be created to include either real-time data or historical data.
•
Real-time data describe conditions as they currently exist. Real-time data are stored
in the Admin Workstation Local Database (RealTimeDB). Each Admin
Workstation contains a real-time database. The real-time database stores
configuration data for call center entities (e.g., services and skill groups) and
real-time data for those entities. Real-time data are updated at regular intervals (the
default is 15 seconds) for up-to-the-minute accuracy.
in the Admin Workstation Local Database (RealTimeDB). Each Admin
Workstation contains a real-time database. The real-time database stores
configuration data for call center entities (e.g., services and skill groups) and
real-time data for those entities. Real-time data are updated at regular intervals (the
default is 15 seconds) for up-to-the-minute accuracy.
•
Historical data describe conditions during a specified period of time, for example,
a range of dates. Historical data are stored in two places:
a range of dates. Historical data are stored in two places:
–
The ICM central database (HistoricalDB) located on the central controller. The
ICM central database stores configuration data for call center entities and
historical data for those entities.
ICM central database stores configuration data for call center entities and
historical data for those entities.
–
Optionally, the ICM distributor database (Historical Database Server or HDS),
an Admin Workstation set up to store historical data so that other Admin
Workstations at the site can read historical data from the HDS rather than
accessing the central database. The ICM distributor database stores historical
data only; it does not store configuration data.
an Admin Workstation set up to store historical data so that other Admin
Workstations at the site can read historical data from the HDS rather than
accessing the central database. The ICM distributor database stores historical
data only; it does not store configuration data.
Note
For descriptions of the tables contained in ICM databases, see the Cisco ICM
Software Database Schema Handbook.
Software Database Schema Handbook.
About WebView Report Categories
ICM report templates are stored in and accessed from PowerBuilder library files
(PBLs) on your ICM Admin Workstation server. A separate library file exists for each
WebView report category (e.g., call type, routing clients, etc.)., and the library file for
each report category is stored in its own subdirectory within the
icm\<icm_instance_name>\aw\custom
(PBLs) on your ICM Admin Workstation server. A separate library file exists for each
WebView report category (e.g., call type, routing clients, etc.)., and the library file for
each report category is stored in its own subdirectory within the
icm\<icm_instance_name>\aw\custom
directory.
It’s important that you select the appropriate library when creating a new template: this
is what associates the template with a specific report category, ensuring that it displays
under the correct menu in WebView and has access to the correct retrieval values.
is what associates the template with a specific report category, ensuring that it displays
under the correct menu in WebView and has access to the correct retrieval values.
For more information, including a complete list of WebView report categories, see