Cisco Cisco Unified Contact Center Enterprise 9.0(1) Referências técnicas

Templates contain configuration instructions for a specific presentation of data. 

A template provides the SQL queries, as well as the format, columns, headers, sorts, summaries, and 
groupings of data that can appear in a report.

When WebView reporting users create a report, they first select a reporting category, then select a 
template from that category, and finally specify the items (such as agents, skill groups, or peripherals) 
that are to populate that report. For historical reports, the user also selects a date range. 

When the report is generated from the template, its content reflects these item and date-range selections. 

Cisco templates are installed when you run WebView Reporting from Web Setup tool. More than 225 
Cisco-provided templates are available with WebView. 

Custom templates are templates created using Sybase InfoMaker. They are often created as ‘Save As’ 
(that is modified and renamed) versions of Cisco templates.

Cisco supports your ability to create custom templates as described in this guide. However, Cisco cannot 
troubleshoot SQL query errors or performance problems due to custom templates that were created 
incorrectly. 

 

 
Note also that if you change and rename a Cisco-provided template, it becomes an unsupported custom 
template.

Once a custom template is created and deployed, any changes that you make to it do not change the 
original Cisco template on which it was based.

Similarly, any changes to a Cisco template (for example, a change to columns and groupings due to a 
new release of WebView) do not change custom templates based on that original Cisco template.

Templates are organized by reporting category. This organizing methodology affects how templates 
display in the WebView user interface and also how they are stored on the WebView server machine. 

See 

 for a table that shows the relationship 

between each category, template library, and WebView menu option.

WebView templates are installed and stored to

 

the WebView server at this location: 

icm\<icm_instance_name>\aw\custom. 

The 

custom

 folder contains a ‘child’ subdirectory for each reporting category. For example, there is an 

AgTeam

 subdirectory 

custom

 folder for all templates that generate reports on Agents by Team. There is 

an 

AgtSkg

 subdirectory for all templates that generate reports on Agents by Skill Group. And so forth. 

 shows the directory structure.