Report Creation Wizard (RCW) for Nortel CCM
Nortel Contact Center Manager: Report Creation Wizard (RCW) Workshop
Delivery Format/Duration
On-site (1 day) or Web Delivered (Three 90-minute modules). More info on Web delivery...
Overview
This training course is designed for Nortel Contact Center Manager Server (CCMS)* 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 CCMA environment. Upon successful completion of this course, students will have the necessary knowledge and skills to understand RCW and CCMS integration and plan, design and implement a custom report using the RCW tool.
* Nortel Contact Center Manager Server (CCMS) is the new market name for the Symposium Call Center (SCCS).
Who Should Attend
Any contact center resource who wishes to build new/custom current 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
- Nortel Professional Service/Support Team Members
- Nortel Distributor Service/Support Team Members
- Nortel Sales/Marketing Team Members
- Nortel Distributor Sales/Marketing Team Members
Applicable Systems
This training is applicable to customers running the following Nortel Contact Center Portfolio solutions:
- Nortel Contact Center - Manager/Contact Center Manager Server (v6)
- Nortel Contact Center - Express (v6)
Prerequisites
- Understanding of basic database concepts and contact center terminology and should be familiar with the CCMS Web client application.
- Familiarity with Windows operating system
- Completion of Symmetrics’ Introductory Crystal Report Design for Nortel CCMS/SCCS course (or some form of formal Crystal Report design training) is desirable.
Topics Covered
- RCW Overview/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
