Reporting Cisco Contact Center Enterprise (CCER)


Course Description

CCER - Reporting Cisco Contact Center Enterprise

The Reporting Cisco Contact Center Enterprise (CCER) v1.0 course provides an architectural overview of the Contact Center Enterprise (CCE) Solution components and deployment models. You will learn the end-to-end reporting solutions of CCE designed to assist customers and partners in the task of creating reports and managing disparate data sources. The course explains the nuances of analyzing and troubleshooting in various deployment scenarios: Designed Tier 2/Day 2 Support. The Cisco® Contact Center Enterprise (CCE) solution helps businesses deliver a connected digital experience, enabling you to provide contextual, continuous, and capability-rich journeys for your customers, across time and channels.
 
The course teaches you the business application of the CCE solution providing the framework of interrelationship between both core and optional components required to configure the CCE solution. 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
 

Learning Objectives

  • Explain the Cisco Unified Intelligence Center including the benefits and features of the system and describe the highlevel 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
     

Prerequisites

  • 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)
       

Labs

  1. Exploring Cisco Unified Intelligence Center (CUIC) OAMP
  2. Working with Stock Reports
  3. Working with Dashboards
  4. Value Lists and Collections
  5. Exploring Supervisor Defaults
  6. Using Groups
  7. Editing Report Views Pt 1 of 2
  8. Editing Report Views Pt 2 of 2
  9. Report Definitions and Drilldowns
  10. Create Custom Route Call Detail (RCD) Report Definition (Database Query) and Report
  11. Value Lists and Drilldowns

For more detailed information about this course, please 

Course Information

Length: 2 day

Format: Lecture and Lab

Delivery Method: n/a

Max. Capacity: 16



Schedule