Reporting Cisco Contact Center Enterprise (CCER)

cisco certification course

Vendor: Cisco
Mode: Classroom or Virtual Classroom with Instructor
Level: Professional
Exam: NA
Exam at your place: NA
Duration: 2 days
Language: German, French, Italian, English

SKU: CCER-ILT Categories: , ,

Course Price

CHF 1'600.00

(excl. VAT)

Discount available for multiple students and dedicated classes.

Course Schedule
Ask for more dates, other languages or a different delivery mode as needed and we will do our best to meet your needs.
LanguageModeStart Date
GermanVirtual Class or ClassroomOn request
FrenchVirtual Class or ClassroomOn request
ItalianVirtual Class or ClassroomOn request
EnglishVirtual Class or ClassroomOn request

What you’ll learn

The Reporting Cisco Contact Center Enterprise (CCER) course offers an architectural overview of the components and deployment models within the Contact Center Enterprise (CCE) Solution. Participants will gain insights into the end-to-end reporting solutions of CCE, designed to assist customers and partners in creating reports and managing diverse data sources. The course is structured to explain the intricacies of analyzing and troubleshooting in various deployment scenarios, with a specific focus on Tier 2/Day 2 Support. The Cisco® Contact Center Enterprise (CCE) solution plays a pivotal role in enabling businesses to deliver a connected digital experience, facilitating the provision of contextual, continuous, and capability-rich customer journeys across different channels and over time. Additionally, the course emphasizes the practical business application of the CCE solution, providing a framework that outlines the interrelationship between core and optional components necessary for configuring the CCE solution.

Who should enroll

  • Administrators
  • Business liaisons
  • Deployment engineers
  • Managers overseeing CCE deployments

Technology areas

  • Collaboration

Training overview

Objectives

After taking 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

Prerequisites

To fully benefit from this course, you should have the following knowledge:

  • 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:

Outline

  • 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

Lab exercises

  • 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

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