Introduction to Reporting Web Calls

Full reporting on Web requests routed through the ICM is not yet available. You can, however, track ICM-routed Web requests through Collaboration reporting. You do so by associating an ICM identifier with each Web call routed through the ICM.

To associate an ICM identifier with each Web call:

  1. In the script that routes Web calls, include a Set node that uses the RouterCallDay and RouterCallKey variables to assign a unique ICM identifier to an ICM call variable associated with the request.

  2. In the output map, map this ICM call variable to Collaboration call variable 1 (User1).

To generate a report that shows the call key:

  1. In Collaboration Administration, select Reports > Requests.

    The Reports: Requests screen appears.

  2. For Request type, choose Extension. Specify any other criteria as desired and click run report.

     The Reports: Requests: results screen appears. The ICM identifier will appear in the ApplStr1 column of the report.