Cisco Cisco Administrative Workstation Installation Guide

WebView is an application for contact center reporting. The WebView application 
is installed on a machine acting as a web server, and can be accessed and used 
through client browsers. WebView provides templates that meet standard 
reporting needs. WebView queries relational databases, formats report results, 
and contains tools that you can use to modify, save, and export reports. 

Cisco ICM WebView reports on ICM system data. For this type of WebView, the 
WebView server is installed on an ICM Admin Workstation. Reports can be used 
to monitor the ACD or IPCC system, including task treatment, agent skill group 
performance, and individual agents. (Not only does ICM WebView require an 
HDS, it is recommended that the WebView server be installed on an HDS to 
reduce the historical load on the Logger.)

If multi-media options, including Collaboration Server and E-Mail Manager, are 
integrated with the ICM software, reports also include data on the activity of those 
applications and the agents and skill groups handling tasks from those 
applications. However, ICM WebView reports do not contain detailed session 
information for the multi-media options. Instead, the Collaboration Server’s 
reporting feature provides detailed information about agent and caller interaction, 
and WebView for E-Mail Manager provides detailed information about e-mail 
activity. 

Unless otherwise specified, in this document “WebView” refers to “ICM 
Webview”.)

The ICM software can be set up with a variety of options, such as adding software 
to perform database lookups or performing secondary call routing once a call has 
terminated at an ACD. In some cases, the ICM software is an integral part of other 
Cisco contact center products, such as the IP Contact Center (IPCC).

You may want to review the ICM software options and related products to learn 
about the different ways the ICM software can be deployed in a contact center 
enterprise.