CUSTOMIZED REPORTING FOR CISCO UNIFIED INTELLIGENT
CONTACT MANAGEMENT AND CISCO UNIFIED CONTACT CENTER

Length: 2-day Workshop

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.

You will learn to:

Upon completion of this course, you will be able to perform the following tasks:

• 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

Recommended for:

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

Prerequisites:

• Familiarity with telephony
  
• Working knowledge of Cisco Unified ICM or CC
• ICM Product Training (ICMPT)
  
• Working knowledge of MS-SQL and databases

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