Report Creation Wizard (RCW) for Avaya Aura Contact Center and Nortel CCMS
Avaya Aura Contact Center: Report Creation Wizard (RCW) Workshop
Delivery Format/Duration
On-site (1 day) or Web Delivered (Three 90-minute modules).
Overview
This training course is designed for Avaya Aura Contact Center/Nortel Contact Center Manager (CCM) end-users or technical professionals who want the ability to create their own reports using the Report Creation Wizard (RCW), a built in reporting tool based on Crystal Reports within the AACC/CCM web client environment. Upon successful completion of this course, students will have the necessary knowledge and skills to understand RCW and AACC/CCMS integration and plan, design and implement a custom report using the RCW tool.
Who Should Attend
Any contact center resource who wishes to build new/custom current AACC/CCM reports. Typical attendees include:
- Call Center Managers
- Call Center Support Staff/System Administrators
- Power users responsible for designing or modifying Crystal Reports in CCMS
- Avaya/Nortel Professional Service/Support Team Members
- Avaya/Nortel Distributor Service/Support Team Members
- Avaya/Nortel Sales/Marketing Team Members
- Avaya/Nortel Reseller/Distributor Sales/Marketing Team Members
Applicable Systems
This training is applicable to customers running the following Avaya/Nortel Contact Center Portfolio solutions:
- Nortel Contact Center - Manager/Contact Center Manager Server (v6)
- Nortel Contact Center - Express (v6)
- Avaya Aura Contact Center v6.x
Prerequisites
- Understanding of basic database concepts and contact center terminology and should be familiar with the AACC/CCM Web client application.
- Familiarity with Windows operating system
- Completion of Symmetrics’ Introductory Crystal Report Design for Avaya Aura CC/Nortel CCM course (or some form of formal Crystal Report design training) is desirable.
Topics Covered
- RCW Overview and AACC/CCM Integration
- Orientation: Using Report Creation Wizard
- Creating a simplified report
- Creating an advanced report
- Opening an existing report
- Importing Report Creation Wizard reports
- Formulas
- Report sections and templates
