Cisco Next Level

CI-CCER-VILT

Reporting Cisco Contact Center Enterprise

Price:
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
An individual course planning is possible for this kind of course. If you would like to know more about this course please either call us on +971 4 42 89 440 or send an email to training@fastlane-mea.com.

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

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