Cisco Cisco IPCC Web Option User Guide

If you need assistance to create more complex report templates, ask your Cisco 
representative about consulting services.

By default, InfoMaker defines inner joins. If you purchased the partitioning option, 
using outer joins may cause errors for some ICM tables.

A template’s presentation format determines the format in which the report is rendered. 
ICM Webview templates can use either a graph (graphical, including pie charts, bar 
charts, etc.) or grid (text) presentation format. Both real-time and historical reports can 
be presented in either graph or grid format.

Before creating your first report template, you should be familiar with the ICM 
database schema. It’s also a good idea to examine some of the standard templates that 
ship with ICM to familiarize yourself with their content and structure. 

Any time you create a new template, you should first consider the following:

! Which ICM database will the template use?

Will the template’s data be real-time or historical? A template can use data from 
only one source: real-time data, from the Admin Workstation local database, or 
historical data, from the ICM central database or HDS.

! What ICM entity will the template report on? 

The ICM entity you want to target (e.g., agents, call types, peripheral services) 
determines the template’s Webview report type, and consequently the particular 
template library in which it should be stored. For more information on libraries 
and WebView report types, see 

! What data will appear in the template? 

Which database tables and columns do you want to include in the template? For 
information on ICM databases, see the Cisco ICM Software Database Schema 
Handbook and the Schema Help available from the Cisco Admin Workstation 
program group.