This section addresses the following questions:
Cisco ICM E-Mail Manager Option WebView is a Web application for enterprise contact center reporting. WebView provides templates that you use to report on the data stored in your system's databases.
WebView provides templates that you use to generate reports. A template is a file that specifies the types of data that a report displays and determines the format in which that data is presented.
When you create a report, you select a template that gathers and formats database information. You then further limit the scope of your report by selecting items to include in the report, such as specific agents, and the date and time range for the report.
A report is the final presentation of data, titles, dates, times, and graphic elements displayed in a WebView screen.
You can save report definitions to run the same report again. When you save a report definition, you store the template, report items, and date and time range used to generate the report.
WebView enables you to do the following:
View historical information to evaluate past performance and predict future requirements.
Create reports using E-Mail Manager report templates, and modify reports.
Select the items that you want to include in your reports, such as specific agents, skill groups, or teams.
Define start and stop date and time boundaries for your reports to view only relevant information.
Export report data for use in other applications and formats.
Print reports.
Save report definitions, containing your template, report items, and date and time range selections, for later use.
Your E-Mail Manager role determines whether you can run reports. If your role has the run reports option enabled, you are authorized to use WebView.
You can access WebView through the E-Mail Manager agent desktop. Use your E-Mail Manager login name and password to log into WebView.