Reporting Cisco Contact Center Enterprise (CCER)

Price
$1,795.00 USD

Duration
2 Days

Cisco Learning Credit (CLC) Eligible

 

Delivery Methods
Virtual Instructor Led
Private Group

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Course Overview

Enable Contact Center support teams to access reporting solutions for end-to-end reporting in a CCE deployment. After attending this course, you will be able 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.

Course Objectives

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.

Who Should Attend?

Sales Engineer Deployment Engineer Project Manager Account Manager
  • Top-rated instructors: Our crew of subject matter experts have an average instructor rating of 4.8 out of 5 across thousands of reviews.
  • Authorized content: We maintain more than 35 Authorized Training Partnerships with the top players in tech, ensuring your course materials contain the most relevant and up-to date information.
  • Interactive classroom participation: Our virtual training includes live lectures, demonstrations and virtual labs that allow you to participate in discussions with your instructor and fellow classmates to get real-time feedback.
  • Post Class Resources: Review your class content, catch up on any material you may have missed or perfect your new skills with access to resources after your course is complete.
  • Private Group Training: Let our world-class instructors deliver exclusive training courses just for your employees. Our private group training is designed to promote your team’s shared growth and skill development.
  • Tailored Training Solutions: Our subject matter experts can customize the class to specifically address the unique goals of your team.

Course Prerequisites

  • 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

    • Agenda

    1 - Cisco Unified Intelligence Center Foundations

    • 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

    2 - Cisco Unified Intelligence Center Administration and Operations Console

    • 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

    3 - Cisco Unified Intelligence Center Attributes

    • 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

    4 - Cisco Unified Intelligence Center Custom 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
     

    Upcoming Class Dates and Times

    Sep 15, 16
    9:00 AM - 5:00 PM
    ENROLL $1,795.00 USD

    Virtual: Online - CST
    Dec 15, 16
    9:00 AM - 5:00 PM
    ENROLL $1,795.00 USD

    Virtual: Online - CST
                   
     



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