CUIC11.6EU Cisco® Unified Intelligence Center 11.6 for End Users Course Outline
(2 days)
Version 11.6
Overview
The Cisco Unified Intelligence Center 11.6 for End Users (CUIC11.6EU v1.1) course is a two-day instructor-led training (ILT) course. Cisco Unified Intelligence Center is a comprehensive, end-to-end reporting solution, designed to make the task of creating and modifying reports easier on the customer and, at the same time, to present a consistent user interface and a common tool to access varied data across multiple Cisco product families.
If CUIC11.6EU v1.1 is offered the same week, and at the same location, you can attend the CUIC11.6EU and The CUIC11.6AU for $4,495.00 giving you a $1,495.00 discount off the regular pricing for the individual classes.
Objectives
Upon completing this course, the learner will be able to meet these overall objectives:
Provide a comprehensive overview of Cisco Unified Intelligence Center
Describe reporting concepts and capabilities and features of Cisco Unified Intelligence Center reports
Provide a detailed description and labs of how to modify reports from normal data sources (Cisco Unified CCE and Cisco Unified CVP) by customizing reports using various methods. (i.e. creating thresholds, show/hide columns, charts and more)
Prerequisites
The knowledge and skills that a learner should have before attending this course are as follows:
A working knowledge of Cisco Unified Contact Center Enterprise is desirable.
A working knowledge of contact center operations is desirable.
Who Should Attend
The primary audiences for the course are as follows:
Cisco customers – Contact Center Management, Contact Center Supervisors and Customer technical personnel
Cisco technology partners
Cisco employees
Course Outline
Module 1: Cisco Unified Intelligence Center Overview
Lesson 1: Introducing Cisco Unified Intelligence Center
Cisco Unified Intelligence Center Primary Goal
Cisco Unified Intelligence Center Deployment Models
High-Level Architecture
Changes starting with CUIC 11.5
Changes starting with CUIC 11.6
Personalizing Reports – Permalinks, Views, Dashboards
Operation, Administration, Maintenance, Provisioning
Using Cisco Unified Intelligence Center
Working with Stock Reports
Cisco Finesse Desktop Gadget toolbar Improvements
Lesson 2: What Contact Center products use CUIC for reporting?
Module 2: Cisco Unified Intelligence Center Administration and Security
Lesson 1: The End User and CUIC Security
Module 3: Running and Modifying CUIC Reports
Lesson 1: Running Cisco Unified Intelligence Center Reports
Real-Time vs. Historical Reports
Stock Reporting Templates: Unified CCE
CCE Report “Bundles” (Realtime and Historical Transitional and All Fields
Review: Cisco Unified Intelligence Center Deployed with Unified CCE
Set Up Unified CCE as a Data Source
Run a Unified CCE Stock Report
Available Stock Reports: Unified CVP
Review: Cisco Unified Intelligence Center Deployed with Cisco Unified CVP
Unified CVP Stock Report output
Lesson 2: Using Permalinks
What Is a Permalink?
What is Authenticate?
Report Permalinks
Dashboard Permalinks
Lesson 3: Help
Help for the CUIC product
Help for a Report Template
Lesson 4: Dashboards
What is a Dashboard?
Creating a new Dashboard
How to create a Dashboard Permalink
Lesson 5: Modifying a CUIC Stock Report
Features and Benefits (what can I modify?)
What is “Embedded” as opposed to “Standalone”?
Enhancements for CUIC 11.0
Enhancements for CUIC 11.6
CUIC and Grouping
How can a Report be modified?
How Value Lists, Collections, Report Definitions, Views and Drilldowns affect a Report
The “New Report Wizard”
Module 4: Cisco Unified Intelligence Center Dashboards
Lesson 1: Understanding Cisco Unified CCE Key Concepts
Characteristics of Unified CCE Data
Why Report data can differ
Importance of Configuration and Scripting
Lesson 2: Creating a New Cisco Unified Intelligence Center Report
Components of a Report
Data Collections – High level
Creating a New Report
How to select a Report Definition
Lab Outline
Lab 2-1: End User Security in Cisco Unified Intelligence Center
Lab 3-1: Running various Stock Reports
Lab 3-2: Using Permalinks
Lab 3-3: Help – What are the two types and examine both
Lab 3-5: Modifying a Stock Report
Lab 4-1: Creating a Custom Report
View outline in Word
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