Course details

This workshop is designed to provide you 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, those 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.
You 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, you will have a solid foundation in the ICM reporting environment. You'll be able to identify when customization is required, and you'll have the skills necessary to build or modify WebView reporting templates from standard ICM summary tables.

Target Audience

Database programmers who will be responsible for the planning, estimating, and implementation of call center reports Call center rofessionals with a technical background 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


  • The ICM environment
  • Typical call flows
  • Relate call flows to data generation
  • Primary database tables
  • 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
  • Reporting best practices

Course Outline

1. ICM/IPCC Overview
2. Call Statistics
3. Formulas and Calculations
4. Introduction to WebView
5. Introduction to InfoMaker
6. Template Formatting
7. Installing and Modifying WebView Templates
8. Database Tools
9. Basic SQL
10. Designing and Building Templates from Scratch
11. Agent Detail Records
12. ICM Detail Call Data
13. Validating Call Data

About Equitrain

EquiTrain –a pision of Equinox International- equips organizations with IT skills that are the lifeblood of modern corporate life, as Theyll as the professional expertise required for ensuring productivity and to remain competitive now and tomorrow.

At EquiTrain, They tailor end-to-end training solutions that incorporate both IT and business consultancy to the specific needs of each inpidual customer. They can equip yTheir IT professionals with all they need to quickly maximize yTheir new technology investments as Theyll as pushing forward absolute beginners on their road to IT proficiency.

They offer a broad range of IT and Management training cTheirses and certifications from top technology vendors with a choice of on-site or offsite, public or closed and local or abroad training. Their portfolio of cTheirses is supplemented by Their strategic training alliance with world's leading providers of learning solutions.

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