This 2-day course, Reporting Cisco Contact Center Enterprise, will enable Contact Center support teams to access reporting solutions for end-to-end reporting in a CCE deployment.
The course qualifies for 12 Cisco Continuing Education credits (CE) towards recertification.
Prerequisites:
The knowledge and skills that students are expected to have before attending this course are:
- Basic knowledge of computer networking components - Windows A/D, 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
- Advanced Packaged Contact Center Enterprise administration experience
Recommended Cisco Learning offerings that may help students meet these prerequisites:
- Cisco CCEF Course
- Cisco CCEA Course
- Cisco CCEAA Course
- Cisco CCNA Course
- Cisco CLFNDU Course
Course Objectives:
To assist customers and partners in the task of creating reports from disparate data sources in a Cisco Contact Center deployment. The course considers the nuances of analyzing and troubleshooting in various deployment scenarios. Designed Tier 2/Day 2 Support.
Cisco Unified Intelligence Center Foundations
This lesson provides an overview of Cisco Unified Intelligence Center including the benefits and features of the system. This lesson also describes the high-level architecture of Cisco Unified Intelligence Center in the UCCE environment.
- Cisco Unified Intelligence Center – Basics
- Cisco Unified Intelligence Center – Deployment Models
- Cisco Unified Intelligence Center – Reports
- Cisco Unified Intelligence Center – Data Sources
- Cisco Unified Intelligence Center – Additional Considerations
- Cisco Unified Intelligence Center – Access
Cisco Unified Intelligence Center Administration and Operations Console
This lesson introduces the Cisco Unified Intelligence Center administration console to perform Cisco Unified Intelligence Center administrative, maintenance, and provisioning functions.
- OAMP Console Introduction
- Admin User Management
- Device Configuration
- Log and Trace Settings
- Control Center Features
- Cluster Configuration
- Tool Selections
Cisco Unified Intelligence Center Attributes
This lesson discusses the functional attributes of the Cisco Unified Intelligence Center.
- Stock Reporting
- Dashboard Features
- Value Lists and Collections
- Permalink Features
- Roles and Permissions Basics
- Users and Groups Components
- Report Definitions
Cisco Unified Intelligence Center Custom Reports and Views
This section discusses customizing Cisco Unified Intelligence Center Reports and Views.
- Creating Views
- Building Report Definitions
- Generating Custom Reports
- Report Definitions and Drilldowns
- Create Custom RCD Report Definition (Database Query) and Report
- Explore Value Lists and Drilldowns
Lab Outline:
Labs are designed to assure learners a whole practical experience, through the following practical activities:
- Lab 1: Navigate Discovery Architecture and Components
- Lab 2: Explore Cisco Unified Intelligence Center OAMP
- Lab 3: Work with Stock Reports
- Lab 4: Work with Dashboards
- Lab 5: Explore Value Lists and Collections
- Lab 6: Explore Supervisor Defaults
- Lab 7: Create a Reports User
- Lab 8: Use Group Settings
- Lab 9: Import Base ICM Configuration
- Lab 10: Edit Report Views
The primary audience for this course is as follows:
- Sales Engineer
- Deployment Engineer
- Project Manager
- Account Manager