Customised reports for IPCC Express 5.0.2

[araffill]

Hi,

We have IPCC Express server 5.0.2.

Our Service Desk Manager is using Historical reports and is not happy with the available reports.

He wants some customized reports.

For example, he wants a report showing the % of calls abandoned in : < 30 secs, >30secs but <60 secs , > 60 secs

How do I generate some customized reports for my manager ?

Appreciate your inputs on this..

Many Thanks,

[mikram]

Hi

I think you do need to look at Crystal reports version 11.0. HR is very limited what you can do.

Cheers

Ikram

[araffill]

Hi Ikram,

Thanks a lot for your reply.

Will we be able to use reporting tools other than Crystal Reports ?

Our company is using hummingbird for reporting.

Awaiting your inputs...

Cheers.

[Jonathan Schulenberg · Accepted solution]

You can replicate the SQL database off-box and use the published schema to build reports in any reporting engine you desire.

The Historical Reporting client uses Crystal 11 so the "easiest" route is usually to build additional reports, add them to the HR directory on a PC. That way the supervisor can continue using the HR client.

Cisco CRS Historical Reporting Administrator and Developer Guide, 5.0(1)

http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/programming/hr_admin_devp/crs501hd.pdf

Cisco CRS Database Schema 5.0(1)

http://cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_5_0/user/db_schema/crs501ds.pdf

[araffill]

Hi Jonathan,

Tx a lot for providing me with the answers that I was hunting for.

You made my day...

Many Thanks,

[araffill]

Hi Jonathan and Guys,

Seems like we will use Crystal Reports.

Which version of Crystal reports XI should be bought - Developer/professional or Server version and with how many licenses.

Can you please explain the licensing scheme, as to on what basis we decide how many licenses to buy.

Many Thanks