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New Crystal Reports for Line Group Summary and Detail, and Quality Scoring Details

Interaction Center reports that use ActiveReports .NET are built on an old version of ActiveReports. We are no longer planning to support ActiveReports in future releases, in favor of reports based on Crystal Reports 2013. In this release, Line Group Summary, Line Group Detail, and Quality Scoring Details reports that used ActiveReports have been replaced with versions built on Crystal Reports.

The new Crystal Reports Line Group Summary and Detail, and Quality Scoring Details will be found in IC Business Manager's Interaction Reporter under the Line Reports and Interaction Quality manager categories. The ActiveReports versions of these reports are under the Legacy Reports category, and they are still accessible and will run as they did in previous releases of Customer Interaction Center.

This table contains information on the new Crystal Reports, the ActiveReports that are being replaced, and the report differences.

New Report (Crystal)

Report Category

Legacy Reports (ActiveReports)

Design Differences

Line Group Summary and Detail

Line Reports

Line Group Detail Report

Line Group Summary Report

- Formatting parameters are not available in the Crystal Reports version.

- The user clicks the hyperlink in the report, which opens a new tab in the Crystal Report viewer that displays the daily detail view. Now this will automatically fetch the data instead of showing the parameter screen.

- Show Detail parameter is added to distinguish between Summary and Detail report.

- Color scheme and font are changed.

- Company Logo is changed according to current Crystal reports.

Quality Scoring Details

Interaction Quality Manager Reports

Quality Scoring Details Report

-Color scheme and font are changed.

- Company Logo is changed according to current Crystal reports.

- New Media Type, Chat Transcript, has been added.

The new Line Group Summary and Detail report, and the new Quality Scoring Details report in this release use stored procedures to extract data for the report, similar to the ActiveReports version of the reports.