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IPCAR - Advanced Services’ Customized Reporting for Cisco Unified Intelligent Contact Management and Cisco Unified Contact Center v1.0 (IPCAR)

  • Overview
  • Who Should Attend
  • Certifications
  • Prerequisites
  • Objectives
  • Content
  • Schedule
Course Overview

Duration: 2 days
IPCAR - Advanced Services’ Customized Reporting for Cisco Unified Intelligent Contact Management and Cisco Unified Contact Center v1.0 This course provides you with the required information to implement custom reports in WebView. You will gain a detailed view of how the components of Cisco® Unified Intelligent Contact Management (ICM) and Cisco Unified Contact Center (CC) work together to generate the reporting data. You will also participate in hands-on exercises to practice the lessons taught ranging from a basic understanding of the reporting tools to custom report design, construction and implementation. You will be able to identify when customization is required and have the skills necessary to build or modify WebView reporting templates from the standard Cisco Unified ICM summary tables.

Who Should Attend

  • This course is for technical professionals who are responsible for the planning, estimating, or implementing of call center and ICM/CC reports.

Course Certifications

This course is part of the following Certifications:

Prerequisites

  • Familiarity with telephony
  • Working knowledge of Cisco Unified ICM or CC
  • Working knowledge of MS-SQL and databases

Course Objectives

  • Describe the Cisco Unified ICM environment
  • Understand typical call flows
  • Relate call flows to data generation
  • Describe key formulas for Cisco Unified ICM call statistics
  • Assess the need for customization
  • Use InfoMaker to format and create templates
  • Navigate and query the Cisco Unified ICM Database Schema
  • Add new templates to WebView

Course Content

  • Module 1: Introduction to the Reporting Interface (WebView)
  • Module 2: Call Flows and Data Generation
  • Module 3: Template Formatting
  • Module 4: Installing and Modifying WebView Templates
  • Module 5: Database Tools
  • Module 6: Basic SQL
  • Module 7: Designing and Building Templates from Scratch
  • Module 8: Agent Detail Records
  • Module 9: Cisco Unified ICM Detail Call Data
  • Module 10: Fulfilling Custom Requirements
Lab Outline:
  • Lab 1: Setting Up a Development Environment
  • Lab 2: Format Report Template
  • Lab 3: Add Database Columns to a Template
  • Lab 4: Use Computed Fields, Functions, and Summary Groups in Infomaker
  • Lab 5: Modify Existing Template
  • Lab 6: Work with Cisco Unified ICM Database Schema
  • Lab 7: Custom Report Requirements, Design, and Construction

Course ID: IPCAR


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