Reporting Cisco Contact Center Enterprise(CCER) v1.0 -

Reporting Cisco Contact Center Enterprise (CCER) v1.0

Duration: 2 Days (16 Hours)

Overview

Course Details

Prerequisites

Reporting Cisco Contact Center Enterprise (CCER) v1.0 Course Overview:

What you’ll learn in this course

The Reporting Cisco Contact Center Enterprise (CCER) v1.0 course offers an architectural overview of the Contact Center Enterprise (CCE) Solution, including its components and deployment models. Participants will gain insights into the end-to-end reporting solutions of CCE, which assist in creating reports and managing diverse data sources.

The course covers the nuances of analyzing and troubleshooting in different deployment scenarios, specifically focusing on Designed Tier 2/Day 2 Support. By understanding the intricacies of CCE, participants will be equipped to provide efficient support and resolve issues effectively.

The Cisco® Contact Center Enterprise (CCE) solution plays a crucial role in enabling businesses to deliver a connected digital experience to customers. It facilitates contextual, continuous, and capability-rich customer journeys across various channels and timeframes.

In addition to providing a comprehensive understanding of the CCE solution, the course also emphasizes the business application of CCE. Participants will learn about the interrelationships between core and optional components required for configuring the CCE solution, enabling them to effectively implement and optimize the solution to meet business needs.

How you’ll benefit
This class will help you:
● Consolidate disparate data into manageable, comprehensive reports
● Understand the business application of the CCE solution and how it provides a framework of correlation between core and optional components

Who should enroll
● Administrators
● Business liaisons
● Deployment engineers
● Managers overseeing CCE deployments

Technology areas
● Collaboration

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 outline

● 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

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)