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New Crystal Reports for Line Summary and Detail, and Wrap Up Codes

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, the Line Summary, Line Detail, and Wrap Up Codes reports that used ActiveReports have been replaced with versions built on Crystal Reports.

The new Crystal Reports Line Summary and Detail, and Wrap Up Codes will be found in IC Business Manager's Interaction Reporter under the Line Reports and Wrap Up Codes categories. The Active Reports 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.

New Report (Crystal)

Report Category

Legacy Reports (ActiveReports)

Design Differences

Line Summary and Detail

Line Reports

Line Detail

Line Summary

- 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.

Wrap Up Codes

- Interaction ID column is added.

- Extra header text "Wrap-up Time" is added.

-Color scheme and font are changed.

- Company Logo is changed according to current Crystal reports.

The new Line Summary and Detail, and the new Wrap Up Codes reports in this release use stored procedures to extract data for the report, similar to the ActiveReports version of the reports.