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NN44400-710 Contact Center Performance Management 12 November 2010 97
Expert reports
You can create user-created, or expert reports in an ODBC- or SQL- compliant
application. This section describes how to create reports in Crystal Reports. The section
also provides general instructions to create reports in other applications.
You can import and schedule reports in Crystal Reports only into Contact Center
Manager Administration. You cannot import reports created in other applications, such
as Contact Center Management Information Systems (CCMIS).
Navigation
• Defining a connection to the server (page 98)
• Defining the Sybase DSN (page 98)
• Installing the Caché ODBC driver (CCMS) (page 99)
• Defining the Caché ODBC DSN (CCMS) (page 101)
• Installing the Caché JDBC Driver (page 101)
• Running the Database View Definition report (page 102)
• Installing the Caché ODBC driver (CCMM) (page 102)
• Defining the DSN (CCMM) (page 103)
• Creating a report and connecting to the database (Crystal) (page 104)
• Changing a database alias (page 105)
• Setting the page orientation (page 106)
• Creating reports using Microsoft Excel (page 106)
• Creating reports using Microsoft Access (page 107)
• Saving a report template in Crystal Reports 11 (page 109)
• Importing a user-created Crystal Report (page 110)
• Linking subreport Timestamp fields (page 111)
• Adding customized formulas to a report (Crystal) (page 112)
• Creating a custom report (page 113)