Custom Reports via CCC Reporter?

[ame540]

How does one go about getting custom reports made (so that they can be loaded into CCC Reporter?)

I found some information here:

http://www.shorecomms.co.uk/web/avaya_ip_office_ccc.aspx

"Custom Reporting (Crystal Reports) (New for CCC Version 5)
Custom Reporting allows the business to create site defined reports, or modify and change standard reports, providing total flexibility in the presentation of traffic and agent information. This capability is aimed at the contact centre manager who requires a greater degree of flexibility to allow better informed decisions.

Compact Contact Centre version 5 has now uses Crystal Reports as its reporting engine. This provides a much simpler experience for the user as now all reports are available over a thin client interface, no longer forcing the installation of large software components on a supervisor’s desktop. This change has allowed CCC to modify how custom reports can be presented to a site.

Out of the box, all sites with CCC version 5 now have the ability to create 3 custom reports for their business, in effect; the CCC is delivering 3 free custom reports to a small business. For sites that desire to have more than 3 custom reports, a design license (IPO 400 CCC Designer RFA) is required.

Designing Reports Using Crystal Reports
One key difference with CCC version 5 from previous versions is the fact that the report designer software will no longer be carried by Avaya (The “Designer” license will still be utilized to allow customers to design three or more custom reports).

The implementation is designed to work with any Crystal Reports™ software package (using Crystal version 9). Crystal Reports is available in four different editions to meet the needs of application developers, IT professionals, and business users. The following is an overview of the types of Crystal products that can be used:

Application Development Solutions
Advanced Developer – Web development and deployment bundle for integrating and deploying dynamic report creation and viewing capabilities into web applications.
Developer Edition – For integrating report viewing, printing, and exporting capabilities into applications.
Report Design Solutions
Professional Edition – For report creation and maintenance based on a large variety2 of data sources plus out-of-the-box web report delivery for workgroups.
Standard Edition – For basic report design based on PC-based data sources. "

So does this mean i need to buy Crystal Reports software in order to make my own reports? The built in reporting from Avaya is really horrible. The execs at the office can't every make sense of them and to be honest i have a hard time explaing to them what some of the rather obscure counters are really measuring...

 

[alexdykes]

I'm not sure if I would bother creating anything new for CCC, Avaya has indicated that CCR is the new direction for the IP Office platform. Since there is no report writer on CCR yet, if you absolutely need the reports, then write them for CCC using Crystal, you need the "IPO 400 CCC Designer RFA" but my memory is a little fuzzy as to whether it comes with a copy of Crystal or you have to buy that on your own.

 

[intrigrant]

You can have upto three custom reports created with Crystal Reports 9 without the need of the Designer license.
If you have knowledge of Crystal Reports then creating custom reports is easy enough.

 

[ame540]

Yes, i have been told that CCR is is the direct replacement for CCC and the reporting software that comes with it. We will probably end up doing the upgrade eventually, but i wanted to see what my options are at the moment.

I have zero experience with Crystal Reports, and even our 3rd party telco support guys don't really know how to extend the functionality of Avaya's poor reporting by making custom reports...