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Training Course Summary:

This course provides database administrators, database programmers or Call Center professionals the knowledge and experience necessary to construct customized ICM or IPCC reports. Students will walk through the reporting architecture and tools used to build and display custom reports. Students will build sample custom report templates and learn to apply and maintain the reporting architecture.

Pre-Requisites:

Call-center experience
SQL programming experience

Who Should Attend:

Database programmers who will be responsible for analysis of call-center reports
Call Center professionals who will be responsible for analysis of call-center reports
Individuals who are responsible for the creation of customer-specific ICM and/or IPCC reports

Training Course Overview/Content:

Introduction

How ICM gets call statistics

Call flow review

Webview overview

Viewing standard reports

Understanding formulas and calculations

Understanding drilldowns and thresholds

Printing, saving, deleting and exporting

Report delivery architecture

Webview architecture

Template architecture

Infomaker

Viewing templates

Databases MS-SQL 7.0

SQL review

Report types

How to validate IPCC / ICM data

Installing custom templates

Historical data review

Creating a historical template

Drill down considerations

Creating a drill-down report

Data extracts and custom tables

Reporting best practices