Advanced Services’ Cisco Systems Customizing ICM/IPCC Reports Workshop (IPCAR) 1.0

Advanced Services' Cisco Systems Customizing ICM/IPCC Reports Workshop (IPCAR) 1.0 -
Advanced Services’ Cisco Systems Customizing ICM/IPCC Reports Workshop (IPCAR) 1.0
  • Advanced Services’ Cisco Systems Customizing ICM/IPCC Reports Workshop (IPCAR) 1.0

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    1 Dages kursus

    Collaboration

    Kommende datoer

     Jul 28, 2017
    Horsens

    Course Details

    Advanced Services’ Cisco Systems Customizing ICM/IPCC Reports Workshop (IPCAR) 1.0

    The Cisco Systems Customizing ICM/IPCC Reports workshop is designed to provide students with a thorough understanding of the ICM reporting environment and the technical aspects of implementing custom reports in WebView. Although the workshop focuses on the IPCC implementation, participants familiar with traditional ICM installations can also benefit from the topics covered. In order to lay the groundwork necessary for the advanced reporting concepts, the course provides a detailed examination of how the components of the ICM work together to generate the reporting data.

    Students will participate in hands-on exercises to build knowledge ranging from a basic understanding of the reporting tools to custom report design, construction, and implementation. After completing this course, the participants will have a solid foundation in the ICM reporting environment. They will be able to identify when customization is required and will have the skills necessary to build or modify WebView reporting templates from standard ICM summary tables.

    Describe the ICM environment

    Understand typical call flows

    Relate call flows to data generation

    Name primary database tables

    Describe primary formulas for ICM call statistics

    Use InfoMaker to format and create templates

    Add new templates to WebView

    Navigate and query the ICM database schema

    Assess the need for customization

    Describe reporting best practices

    ICM/IPCC Overview

    Call Statistics

    Formulas and Calculations

    Introduction to WebView

    Introduction to InfoMaker

    Template Formatting

    Installing and Modifying WebView Templates

    Database Tools

    Basic SQL

    Designing and Building Templates from Scratch

    Agent Detail Records

    ICM Detail Call Data

    Validating Call Data

    • Channel Partner / Reseller
    • Customer
    • Employee

    Certifications: None/Specialization

     

    ICMPT, IPCCF, IPCCT/IPCC enterprise training

    Call center experience

    SQL programming experience