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Cisco Unified Intelligence Center 11.6 for End Users

  • Tuition USD $2,995
  • Reviews star_rate star_rate star_rate star_rate star_half 879 Ratings
  • Course Code CUIC11.6EU
  • Duration 2 days
  • Available Formats Classroom, Virtual

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.

Skills Gained

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)

Who Can Benefit

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

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.

Course Details

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

How do I enroll?

A comprehensive listing of ExitCertified courses can be found here. You can register directly for the required course/location when you select "register". If you have any questions or prefer to speak with an ExitCertified education consultant directly, please submit your query here. A representative will contact you shortly.

How do I pay for a class?

You can pay at the time of registration using credit card (Mastercard/Visa/American Express) cheque or PO.

What if I have training credits?

ExitCertified honors all savings programs from the partners we work with. ExitCertified also offers training credits across multiple partners through our FLEX Account.

When does class start/end?

Classes begin promptly at 9:00 am, and typically end at 5:00 pm.

Does the course schedule include a Lunchbreak?

Lunch is normally an hour long and begins at noon. Coffee, tea, hot chocolate and juice are available all day in the kitchen. Fruit, muffins and bagels are served each morning. There are numerous restaurants near each of our centers, and some popular ones are indicated on the Area Map in the Student Welcome Handbooks - these can be picked up in the lobby or requested from one of our ExitCertified staff.

How can someone reach me during class?

If someone should need to contact you while you are in class, please have them call the center telephone number and leave a message with the receptionist.

What languages are used to deliver training?

Most courses are conducted in English, unless otherwise specified. Some courses will have the word "FRENCH" marked in red beside the scheduled date(s) indicating the language of instruction.

What does GTR stand for?

GTR stands for Guaranteed to Run; if you see a course with this status, it means this event is confirmed to run. View our GTR page to see our full list of Guaranteed to Run courses.

I felt the instructor had a wealth of knowledge. I would have liked to get access to the class materials sooner and have more time to access the labs. I would prefer to go through the lab in tandem with the materials

Very well organized training material. The instruction was knowledgeable and ready to help or answer questions.

Great first experience with ExitCertified. I look forward to many more trainings.

Classromm confortable and enviroment. Instructir knowlegeable of course matarial but need to align to students working in the Canadian Federal Govt. ve US Federal govt.

There were minimal errors. The labs were great but the learning environment was difficult to navigate and certain components needed to stay on the screen that covered up parts of the presentation slides.

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