Cisco Unified Intelligence Center 11.6 for End Users (CUIC11.6EU)

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.

Retail Price: $3,195.00

Next Date: 01/05/2021

Course Days: 2


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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

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
Course Dates Course Times (EST) Delivery Mode GTR
1/5/2021 - 1/6/2021 10:00 AM - 7:00 PM Virtual Enroll
3/2/2021 - 3/3/2021 9:00 AM - 5:00 PM Virtual Enroll
5/4/2021 - 5/5/2021 10:00 AM - 6:00 PM Virtual Enroll
7/6/2021 - 7/7/2021 12:00 PM - 10:00 PM Virtual Enroll