Reporting Cisco Contact Center Enterprise (CCER)

Price
$1,795.00
Duration
 2 Days
Delivery Methods
 VILT    Private Group
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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.

 

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Who Should Attend

Sales Engineer Deployment Engineer Project Manager Account Manager

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.

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

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
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