Reporting Cisco Contact Center Enterprise (CCER)

  • Duration: 2 days (16 hours)
  • Date: on request

Reporting Cisco Contact Center Enterprise (CCER)

This course will help:
  • Consolidate disparate data into manageable, comprehensive reports
  • Understand the business application of the CCE solution and how it provides a framework of correlation between core and optional components
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Course syllabus:

  • Cisco Unified Intelligence Center Foundations
  • Cisco Unified Intelligence Center – Basics
  • Cisco Unified Intelligence Center – Deployment Models
  • Cisco Unified Intelligence Center Administration and Operations Console
  • Operations Console (OAMP) Console Introduction
  • Admin User Management
  • Cisco Unified Intelligence Center Attributes
  • Stock Reporting
  • Dashboard Features
  • Cisco Unified Intelligence Center Custom Reports and Views
  • Creating Views
  • Building Report Definitions

Lab exercises

  • Exploring Cisco Unified Intelligence Center (CUIC) OAMP
  • Working with Stock Reports
  • Working with Dashboards
  • Value Lists and Collections
  • Exploring Supervisor Defaults
  • Using Groups
  • Editing Report Views Pt 1 of 2
  • Editing Report Views Pt 2 of 2
  • Report Definitions and Drilldowns
  • Create Custom Route Call Detail (RCD) Report Definition (Database Query) and Report
  • Value Lists and Drilldowns

You will learn:

  • Explain the Cisco Unified Intelligence Center including the benefits and features of the system and describe the high-level architecture of Cisco Unified Intelligence Center in the UCCE environment
  • Understand the Cisco Unified Intelligence Center administration console to perform Cisco Unified Intelligence Center administrative, maintenance and provisioning functions
  • Discuss the functional attributes of the Cisco Unified Intelligence Center
  • Customize Cisco Unified Intelligence Center Reports and Views

Pre-requisites:

To fully benefit from this course, you should have the following knowledge:

  • Basic knowledge of computer networking components: Windows Active Directory (AD) SQL Server and components (servers, routers, switch) is helpful but not required
  • Understanding of Cisco Packaged Contact Center Enterprise components and call flows
  • Experience administering Cisco Packaged Contact Center Enterprise
Sign up for a course Reporting Cisco Contact Center Enterprise (CCER)