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
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- 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.
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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