Cisco Cisco E-Mail Manager Unity Integration Option Guida Utente
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ICM WebView Online Help
About ICM WebView reports
What do WebView ICM system reports show me?
Example Report Uses
Using WebView ICM reports you can:
• Validate that the system is working properly.
• View the current state of the system in real-time.
• View historical information to evaluate past performance and predict future
requirements.
Example Report Editing
WebView lets you choose from lots of report templates to format the data you want to
monitor. That way, you can tailor your reports so that they suit the way you want to
work.
You can:
You can:
• Set thresholds so that WebView reports alert you if call conditions approach or
reach the critical points that you define.
• Create drilldown reports that provide you with detailed information about
specific elements in the reports you monitor.
• Define start and stop date and time boundaries for your historical reports, so
that you don't waste time looking at information that does not interest you.
• Save and print reports and also export data from WebView reports to other
programs like spreadsheet or word processing programs.
What do
WebView ICM system reports show me?
Reports are based on all the data that ICM software collects about agents, skill
groups, call routes, individual contact centers (peripherals), and company-wide
(enterprise) services (for example sales or maintenance).
ICM software collects all this data and stores it in database tables that it updates
ICM software collects all this data and stores it in database tables that it updates
every five minutes, half-hour, and day. All of this accumulated information is
distilled into reports that WebView displays on your browser. You can examine
historical reports to analyze call routing activity that occurred in the past, or real
time reports to analyze call routing activity going on right now.
When you create a WebView
When you create a WebView
report, you decide what the report scope and subject
will be and which template the report will use. That way, the report displays only
the information that interests you.