Cisco Cisco IP Contact Center Release 4.6.1 User Guide

This appendix describes how ICM stores report templates and provides a listing of 
WebView report categories. It contains these sections:

ICM report templates are stored in and accessed from PowerBuilder library files 
(PBLs) on your ICM Workstation server. A separate library file exists for each 
WebView report category (e.g., call type, routing client), and each library file 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 WebView report category, ensuring that 
it displays under the correct menu in WebView and has access to the correct retrieval 
values.

Both real-time and historical templates are stored in the same library file for a specific 
report category. So, for example, the templates for call type real-time and historical 
reports are all stored in the library file located in the caltyp subdirectory. 

WebView will only recognize and display templates from the standard libraries that 
ship with ICM. In other words, you cannot create your own library files and display 
their templates in WebView. However, you can create you own libraries to store 
templates under development, or templates that you want to remove from WebView but 
retain for possible future use. See the InfoMaker documentation for instructions on 
creating new libraries.

The following table lists all WebView report categories, and their associations: