Cisco IPCC Advanced Reporting

Skyline Advanced Technology Services
Campbell, Chicago, Reston, Fairfax, Columbia, United States

Course Format: Classroom | E-learning | Virtual Class | Online/Live | On-site/In-house | Blended | Self-paced

Course Description:

'' The Cisco? IPCC Advanced Reporting class curriculum addresses technical aspects of reporting in the Cisco Intelligent Contact Management (ICM) IP Call Center (IPCC) reporting environment. Although focused on IPCC implementation, participants with traditional installations also benefit from the course. To lay the groundwork necessary for advanced reporting concepts, the course provides a detailed examination of how ICM components work together to generate the reporting data.

Students build reporting knowledge while participating in hands-on exercises based on common requirements encountered in the field. The course focuses on the basic implementation of a Webview template, intermediate report design and construction, and concludes with implementation of custom extract from the call detail tables. After completing the course, participants have a full understanding of the reporting environment, methods for determining when customization is required, gathering and documenting custom requirements and proven techniques for extracting and summarizing call detail data.

Objectives

Describe the ICM environment
Describe a typical call flow
Name key database tables
Describe key formulas for ICM call statistics
Use Infomaker to format and create templates
Add custom templates to Webview
Navigate and query the ICM database schema
Identify and understand key fields of call detail records
Compare and validate detail call records with summary data
Access the need for customization
Construct and execute a basic custom extract
Describe reporting best practices ...''

Elements of this syllabus are subject to change.

Phone:800-375-9546

School Address/Venue(s):

490 Division Street
Campbell, California, USA 95008

Jobs & Resumes: Campbell, Chicago, Reston, Fairfax, Columbia
Houses & Roommates: Campbell, Chicago, Reston, Fairfax, Columbia
Travel Agencies: Chicago, Fairfax, Columbia

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