Cisco Cisco IP Contact Center Release 4.6.2 User Guide

Cisco ICM Software Custom Screen Builder User Guide

Appendix A Creating Sample Report Templates

How to Create a Sample Historical Template

For each service, this template shows the following pieces of information from the
tables in the ICM central database:

•

Enterprise Name (from the Service table) is the category, or subject of the report
template. The category identifies the entities for which the template will retrieve
data.

•

From the Service_Half_Hour table, the following values are displayed for each
entity in the report template:

–

DateTime

–

CallsOfferedToHalf

–

CallsAbandQToHalf

–

ServiceLevelToHalf

–

AvgDelayQToHalf

–

CallsHandledToHalf

–

HandleTimeToHalf

This historical template also presents an additional value, AvgHandleTime. This value
is computed from two field values in the SQL syntax

How to Create the Sample Historical Template

Create the sample historical template using the specifications described in the table
below, and following the instructions for creating a new template described in

Chapter 3, “Creating a New Report Template.”