Avaya IP Office 8.1 Product Description page 412

Custom Reports
Contact Center Reporting Custom Reports
IP Office Release 8.0 introduces the ability to create custom reports using Microsoft Report Builder and then to
upload the custom report file to Advanced Edition. The custom report capability is targeted at the technically
savvy supervisor or a customer service organization that can create reports to meet a customer's requirement.
Microsoft Report Builder & Custom Report files
IP Office Release 8.0 supports Report Builder 2.0 or 3.0 from Microsoft. It can be installed from SQL 2008
Express with Advanced Services (part of the pre-requisite folder). It can also be installed manually.
Report Builder can be launched from within Customer Call Reporter if installed with SQL 2008 Express with
Advanced Services. Report Builder is used to create and test Custom Reports before they are uploaded into
Customer Call Reporter.
Report Builder can be launched from within Customer Call Reporter and it can be bookmarked. A base Custom
Report file and a suite of sample Custom Report files can be downloaded from Advanced Edition to simplify the
custom report file creation. Once a custom report file has been created, the file is uploaded into Customer Call
Reporter. Once these files are in Customer Call Reporter, it can be used in the same way as the existing
reports. Custom report files can be deleted or downloaded, used for Report generation and used to create
report templates.
Custom Report generation is integrated within Advanced Edition Historical Report management tools to allow
Template copy, Recent Reports, Scheduled Report, Email, Print and Export (PDF, Word, Excel, and TIFF).
IP Office Release 8.0 also delivers many sample Custom Reports including some that are mimic the standard
historical reports. These can be used as a convenient starting point if the custom report is similar to an existing
report. he list of sample reports is being finalized at this point and will be added to a later version of this
document.
Sample Custom Report Capabilities
The following is a system-level report with sample gauges and text box cells for statistics, call rate and
parameters.
Product Description
IP Office 8.1
© 2012 AVAYA All rights reserved.
Page 412
Issue 26.k.- (16 August 2012)