Reporting in ITC is easy with parameter driven reports.  New reports can be developed, catalogued, and used within ITC by using the industry standard report writer, Crystal Reports.

Basic Reporting

All ITC reports are created using Crystal Reports, the industry standard for PC based reporting systems. The ITC interface to Crystal Reports provides for the designation of report parameters, which enables the user to select only one product, one user, or multiple products and users, or varying date ranges.  This provides the flexibility needed to customize the view of information to the individual user.

There are roughly 60 standard reports in ITC.  The display below list a partial list of ITC reports:

• Completed Inquiries
• Escalated Inquiries
• External Reconciliation
• Inquiries by Product and Priority
• Inquiries Requiring Follow Up
• Inquiry Details
• Monthly Inquiry Analysis
• New Inquiries
• Year to Date Inquiry Analysis
• Performance Date Analysis
• Security
• Trend Analysis
• Service Level Agreement by Area Detail
• Service Level Agreement by Area Summary
• Workload by Department
• Workload by User

ITC reports can be directed to printers, the screen, or to an extract file which can be created in a variety of formats to interface with other desktop applications. Reports and their corresponding parameters can be executed without ever touching the keyboard. User preferences stored in ITC default into report production to expedite generation. The display below identifies the user interface to change the report parameters for a particular generation of a report. Individual selections of a given parameter can be amended by merely pointing on the parameters to be added or deleted. Different parameters may be selected by clicking on the folder representing that parameter.

Custom Reports

Internally Developed Reports - ITC customers can elect to license the Crystal Reports Development Environment and customize their own reports. These reports can be catalogued into ITC such that any authorized ITC user may generate them. From a security perspective, ITC supports two levels of reports; administrative reports which may contain confidential information such as estimates and costs, which are used to manage projects and vendors, and reports which are used in the day-to-day operation.

Crystal Reports are also used for developing notification formats to meet the specific needs of a formatted FAX or E-mail message to an external vendor.

Scheduled Reports

All ITC reports, including custom or internally developed reports may be scheduled to run as a background activity. Scheduled reports have many uses, such as weekly or monthly status reports for a particular product or a daily exception report for a product manager. Scheduled Reports may be delivered to one or many different recipients. Scheduled Reports may be delivered in many different formats, though RTF and PDF formats are generally preferred. Scheduled reports are run by the Escalation Manager.