Cisco Cisco Unified Contact Center Enterprise 8.5(1) Guía Del Usuario

ICM WebView Online Help

About ICM WebView reports

Real-Time Reports

Real-Time Reports

WebView includes a set of predefined ICM real-time report templates that present 

data about call routing activity that is going on right now. 
Data is updated continuously and includes data accumulated since the end of the 

last 5-minute interval. Update intervals can be selected in 15, 20, 30, or 60-second 

increments. Real-time report templates offer a collection of real-time data based 

on the report scope and subject.
Real-time records do not accumulate in the database in the way that historical 

records do; each update overwrites the existing record. Real-time records are 

stored on the Admin Workstation. Real-time report templates offer collections of 

real-time data based on the report category and subject.
Some of these real time reports are graphical and show a pictorial view of call 

routing activity. Other real-time reports are tables that show call routing data in a 

table format.

Media Routing Domain Reports

Many of the ICM templates can create reports across media routing domains. For 

example, you can create a report listing all the tasks (for example, calls and 

e-mails) with which an agent has been involved.
However, while ICM knows about tasks within an application, it does not know the 

application specific meaning of those tasks. For example: ICM does not know that 

the end of one E-Mail Manager task means that an agent has responded to an email 

and archived it, while the end of another E-Mail Manager task means that an agent 

has closed the email without responding to it.
Therefore, for each application X, ICM can only provide the following types of 

realtime and historical reporting data:

• Termination records for all X tasks. For example: task duration, the task 

group ID associated with the task, and the agent who processed the task.

• Agent_Skill_Group_Real_Time data for all X skill groups and agents. For 

example: the agent's state with respect to the skill group (the date and time the 

agent logged into the skill group).

• Skill_Group_Real_Time data for all X skill groups. For example: the 

number of tasks associated with an X skill group that agents began working on 

in the current rolling five minute interval and the number of agents that are 

currently logged into the skill group.

• Service_Real_Time data for all X services. For example: the number of 

tasks associated with an X service that were completed in the current rolling five 

minute interval and the number of tasks associated with the service that are 

currently being processed.

• Agent_Skill_Group_Half_Hour data for all X skill groups and agents. For 

example: the total amount of time that an agent was logged into a given skill 

group in the given half hour and how many tasks that were associated with the 

skill group the agent completed in the given half hour.