Cisco Next Level

CI-CCER-VILT

Reporting Cisco Contact Center Enterprise

Price:
South Africa:
USD 1,750.00

Duration: 2 Days

Prerequisites

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

Recommended Cisco offerings that may help you meet these prerequisites:

  • Understanding Cisco Contact Center Enterprise Foundations (CCEF)
  • Administering Cisco Contact Center Enterprise (CCEA)
  • Cisco Certified Network Associate (CCNA®)
  • Understanding Cisco Foundation Collaborations (CLFNDU)

Who should enroll

  • Administrators

  • Business liaisons

  • Deployment engineers

  • Managers overseeing CCE deployments

Dates
International dates
 
Middle East
 

Objectives

After taking 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

Outline

  • 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

Further information

If you would like to know more about this course please contact us