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ICM/IPCC Reports Workshop

Kurskode: IPCAR
Varighet: 2
Pris: NOK15 000,00 

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Oversikt 

This 2 day instructor led 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.


Forkunnskaper

Delegates are required to meet the following pre-requisites:

  • Familiarity with Cisco Call Center Technology
  • Working knowledge of ICM or IPCC


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    Mer informasjon

    This course is intended for anyone responsible for the planning, estimating or implementing of call center and ICM/CC reports.

    • 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 Web View

    Introduction to the Reporting Interface (WebView)

    Call Flows and Data Generation

    Template Formatting

    Installing and Modifying WebView Templates

    Database Tools

    Basic SQL

    Designing and Building Templates from Scratch

    Agent Detail Records

    Cisco Unified ICM Detail Call Data

    Fulfilling Custom Requirements

    Recommended as preparation for exam(s):

    • There is no exam available following this course

    The following courses are recommended for further study:

    • ICMP1 – ICM Product Training
    • ICMP2 – ICM Product Training

     

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