Reporting tables

The Reporting database records statistics and other information including:

• Call Detail Records (CDR) for calls and other multimedia interactions (chats, emails, etc.)

• Performance data on users and workgroups

• Line and line group statistics

• IVR statistics

• Changes to CIC configuration (for auditing)

CIC administrators, call center supervisors, and other users can create or run reports on that data in IC Business Manager to analyze trends and improve resource usage using the following IC Business Manager application modules:

• Interaction Reporter: Run pre-defined reports simply using filters to configure report parameters. Depending on the report, Interaction Reporter uses the ActiveReports 6 or Crystal Reports reporting runtime.

• Interaction Report Assistant: Design customized reports using the Interaction Report Assistant wizard.

The supporting files for the Reporting components are automatically installed with the IC Server Manager Applications and IC Business Manager Applications installs. The CIC Database Configuration that occurs when running IC Setup Assistant configures the Reporting database tables.

Interaction Reporter has a runtime of Crystal Reports supporting 9, 10, XI, and 2013 for report viewing, installed automatically with the IC Business Manager Applications install. If you wish to modify and create reports, you must install the full Crystal Reports package.

A database server is required to create and run reports. If a database server is not available, we recommend purchasing the database server and fulfilling the server prerequisites before the CIC server installation, and then configuring the CIC database in IC Setup Assistant during the CIC installation.

No Reporting

If the site does not include a database server, choose the "no reporting option" in IC Setup Assistant.

Note: CIC Private and Public Contacts lists require a database.