COURSE OBJECTIVE:
After completing 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
TARGET AUDIENCE:
Administrators and Day 2 Support of a CIsco Contact Center Enterprise Deployment
COURSE PREREQUISITES:
Attendees should meet the following prerequsites:
• 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
COURSE CONTENT:
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
Labs
• 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
FOLLOW ON COURSES:
Not available. Please contact.