Reports and Displays Guide 17March 2005 Getting startedSkills you needIntroductionThis section describes the skills and knowledge you need to use this guideeffectively.Skills you need to use standard reportsSymposium Express Call Center comes with a number of standard reportsdesigned to satisfy most requirements. You can generate these reports on an adhoc basis, or use them as templates to create user-defined reports. To usestandard or user-defined reports, you need the following skills and knowledge:! understanding of Symposium Express Call Center! understanding of call center concepts! knowledge of your call center information requirementsSkills you need to create customized reportsIf you are unsatisfied with the layout and content of the standard reports, you canchange the arrangement of the fields, or remove fields and add new ones. To doso, you need the skills listed in the preceding section, plus familiarity with thefollowing products, standards, and concepts:! Crystal Reports! Structured Query Language (SQL)óthe ability to write reports withintervals, subtotals, totals, and calculations! database management and administrationóan understanding of databaseviews, data dictionaries, and data schemas
