Opleiding: Reporting Cisco Contact Center Enterprise [CCER]

OVERVIEW

OBJECTIVES

After completing this course, you should be able to:

• 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

AUDIENCE

Administrators and Day 2 Support of a CIsco Contact Center Enterprise Deployment

CERTIFICATION

Recommended as preparation for the following exams:

• TBC

CONTENT

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

Labs

• 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