CCER: Reporting Cisco Contact Center Enterprise

$1,795

2 Days
Cisco CLC Voucher Eligible

Course:

Course Description

This is a 2-day ILT course supporting end-to-end reporting solutions in CCE using Cisco Unified Intelligence Center. This course is designed to assist customers and partners in the task of creating reports and managing disparate data sources. CCEF and CCEA or equivalent knowledge are prerequisites for this course.

Outline

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
Discovery 01-1: Navigate Discovery Architecture and Components
Discovery 01-2: Import Base ICM Configuration

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
Discovery 02-1: Explore Cisco Unified Intelligence Center OAMP

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
Discovery 3-01: Work with Stock Reports
Discovery 3-02: Work with Dashboards
Discovery 3-03: Explore Value Lists and Collections
Discovery 3-04: Explore Supervisor Defaults
Discovery 3-05: Create a Reports User
Discovery 3-06: Use Group Settings

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
Discovery 4-01: Edit Report Views
Report Definitions and Drilldowns
Create Custom RCD Report Definition (Database Query) and Report
Explore Value Lists and Drilldowns

Audience

Sales Engineer
Deployment Engineer
Project Manager
Account Manager

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

What You Will Learn

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.