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Reporting Cisco Contact Center Enterprise (CCER)
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Reporting Contact Center Enterprise (CCER) Introduction
Welcome to our “Reporting Contact Center Enterprise (CCER)” course, designed to transform professionals into experts in reporting within the Cisco Unified Intelligence Center (CUIC). This specialized training is tailored for individuals involved in the Cisco Contact Center Enterprise (UCCE) framework, including sales engineers, deployment engineers, project managers, and account managers. Through a deep dive into the CUIC environment, participants will acquire essential skills in designing, implementing, and managing sophisticated reporting systems to support and enhance UCCE deployments.
Participants will embark on a detailed exploration of UCCE data analytics, learning to customize reports and track performance effectively. The course offers a blend of theoretical knowledge and practical applications through hands-on exercises and real-world scenarios. This approach ensures that learners not only grasp the fundamentals of CUIC reporting but also master the competencies needed to troubleshoot and optimize reporting processes.
By the end of this course, you will be proficient in creating impactful, data-driven reports that boost decision-making and operational efficiency in contact center environments. Join us to elevate your professional capabilities and become a pivotal resource in optimizing contact center performance through strategic reporting.
Reporting Contact Center Enterprise (CCER) Course Objectives
- Master Reporting Tools: Gain comprehensive knowledge of the Cisco Unified Intelligence Center (CUIC) tools and interfaces.
- Design and Implementation: Learn how to design, implement, and manage custom reports within the Cisco Contact Center Enterprise framework.
- Data Analytics Proficiency: Develop skills in analyzing and interpreting contact center data to drive improvements.
- Performance Tracking: Acquire the ability to track and report on key performance indicators to optimize contact center operations.
- Practical Application: Engage in hands-on exercises and real-world scenarios to apply theoretical knowledge to practical situations.
- Troubleshooting and Optimization: Enhance your troubleshooting skills for common reporting issues and learn advanced techniques to optimize reporting processes.
- Decision Support: Build expertise in creating reports that provide actionable insights, supporting strategic decisions in contact center management.
Prerequisites
The knowledge and skills that students are expected to have before attending this course are:
- 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
Recommended Cisco Learning offerings that may help students meet these prerequisites:
- Cisco CCEF Course
- Cisco CCEA Course
- Cisco CCEAA Course
- Cisco CCNA Course
- Cisco CLFNDU Course
Audience
- Sales Engineer
- Deployment Engineer
- Project Manager
- Account Manager
Reporting Contact Center Enterprise (CCER) Outline
Cisco Unified Intelligence Center Foundations
- Overview of Cisco Unified Intelligence Center
- Benefits and Features
- High-Level Architecture in UCCE Environment
- Deployment Models
- Reports Overview
- Data Sources
- Additional Considerations
- Access Methods
- Discovery 01-1: Navigate Discovery Architecture and Components
- Discovery 01-2: Import Base ICM Configuration
Unified Intelligence Center Administration and Operations Console
- Introduction to OAMP Console
- 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
Unified Intelligence Center Attributes
- Stock Reporting
- Dashboard Features
- Value Lists and Collections
- Permalink Features
- Basics of Roles and Permissions
- 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
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 and Report
- Explore Value Lists and Drilldowns
$1795.00
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2 Days Course |