Руководство Пользователя для Cisco Cisco IP Contact Center Release 4.6.1

Cisco ICM Software Custom Screen Builder User Guide

Appendix A Creating Sample Report Templates

How to Create a Sample Historical Template

Table A-2

Sample Historical Template Specifications

Component

Description

Database

Create a historical template using the ICM historical db:

HistoricalDB

Reporting Element / Template
Library

Specify Peripheral Services as the template’s reporting element by
selecting this library in which to create the template:

icm\<icm_instance_name>\aw\custom\persvc\ppb

050.pbl

Presentation Style

Select the following as the presentation style:

Grid

Tables

Select these tables for use in the template:

–

Service

–

Service_Real_Time

Table Columns

Select these table columns for use in the template:

–

Service.EnterpriseName

–

Service_Half_Hour.DateTime

–

Service_Half_Hour.CallsOfferedToHalf

–

Service_Half_Hour.CallsAbandQToHalf

–

Service_Half_Hour.ServiceLevelToHalf

–

Service_Half_Hour.AvgDelayQToHalf

–

Service_Half_Hour.CallsHandledToHalf

–

Service_Half_Hour.HandleTimeToHalf

Computed Field

Create a computed field with these attributes:

Name: AvgHandleTime

Computation: Service_Half_Hour.HandleTimeToHalf divided
by (/) Service_Half_Hour.CallsHandledToHalf.

Retrieval Argument

Create three retrieval arguments with these attributes:

Name: services_list
Type: Number array

Name: start_date
Type: DateTime

Name: end_date
Type: DateTime