ICM 8 WebView Reporting on 15 minute interval data

benwebster78 · ‎09-07-2010

We’ve recently upgraded ICM to version 8.0.2. We enabled the option to set the reporting interval to 15 minutes in ICM.

This has meant that all existing 30 minute WebView Reports now do not contain data.

We understand that "out of the box" standard WebView does not support 15 minute interval data

We've undertaken some work to look at developing custom webview reports to report on the 15 minute data. This involves modifying the existing Half_hour Views (For Call Type, Skill Group, agent, etc) to read records with a Reporting_Interval field set to 15 rather than the standard 30. We then are looking to modify all templates to read from this new 15 minute view.

Does anyone have a view as to any problems we may encounter with this approach? Or has anyone seen this approach taken at any ICM 8 sites successfully/unsuccessfully?

Gerry O'Rourke · ‎07-20-2011

Ben,

Not sure if this is helpful or not?

You need to use the interval tables and not the half_hour tables.

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ipccenterprise8_0_1/release/notes/icm80rlsnts.pdf

"Some, but not all, Half_Hour tables now have an equivalent Interval table. The Half_Hour tables still appear in the database, but are no longer populated. For Unified IC only (and not for WebView) the equivalent Interval tables are populated by either half-hour or fifteen-minute data, based on configuration. WebView uses “half-hour views” to pull 30-minute data from the Interval tables"

Gerard