Cisco Unified Contact Center

CUICAU v1.1 - Cisco Unified Intelligence Center for Advanced Users

Duration: 4 Day Hands-On Lab & Lecture Course

Description
The Cisco Unified Intelligence Center for Advanced Users v1.1 (CUICAU v1.1) course is a four-day instructor-led training (ILT) course. Cisco Unified Intelligence Center 8.0.4 is a comprehensive, end-to-end reporting solution, designed to simplify the task of creating and modifying reports. It also can manage disparate data sources and, at the same time, to present a consistent user interface and a common tool to access varied data across multiple Cisco product families.
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)
  • Provide a detailed description and labs of how to create custom reports from normal data sources (Cisco Unified CCE and Cisco Unified CVP) as well as new data sources.
  • Demonstrate how to install, administer, and provide security for the Cisco Unified Intelligence Center solution

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
    • Personalizing Reports
    • Operation, Administration, Maintenance, Provisioning
    • Using Cisco Unified Intelligence Center
    • Working with Stock Reports
    • Dashboards

Module 2: Cisco Unified Intelligence Center Administration and Security
Lesson 1: Managing Users and Security in Cisco Unified Intelligence Center

    • Security Model: Authentication
    • User Security
    • Predefined Cisco Unified Intelligence Center Objects
    • Permissions for Objects
    • Adding a User
    • Adding a User Group
    • Log In the New Users
    • Security Use Cases
    • Best Practices for User Security

Module 3: Cisco Unified Intelligence Center Reports
Lesson 1: Running Cisco Unified Intelligence Center Reports

    • Real-Time vs. Historical Reports
    • Stock Reporting Templates: Unified CCE
    • 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?
    • Report Permalinks
    • Dashboard Permalinks

Lesson 3: Modifying Cisco Unified Intelligence Center Stock Reports

    • How Reports Can Be Modified
    • Creating a Copy of a Stock Report
    • Modifying the New Report

Module 4: Cisco Unified Intelligence Center Custom Reporting
Lesson 1: Creating a New Cisco Unified Intelligence Center Report

    • Knowing Your Data Source
    • Reporting in a Multichannel Environment
    • Creating a New Report
    • Creating a Dashboard

Module 5: Cisco Unified Intelligence Center Installation, Administration, and Security
Lesson 1: Installing Cisco Unified Intelligence Center

    • Before You Install Cisco Unified Intelligence Center
    • Installation Process
    • Logging Into Cisco Unified Intelligence Center
    • Applying the License File
    • Define a New Member Node

Lesson 2: Understanding Cisco Unified Intelligence Center Administration

    • Administration User Management
    • Managing Devices
    • Control Center
    • Report Scheduler Email Settings
    • Cisco Unified CCE User Integration

Lesson 3: Using Value Lists and Collections

    • What Are Value Lists and Collections?
    • Associate a Value List with a Report: Database Query
    • Cisco Unified Intelligence Center Query Types
    • Associate a Value List with a Report: Anonymous Block or Stored Procedure
    • Create a Collection
    • Collection Types
    • Management and Security

Module 6: Cisco Unified Intelligence Center Custom Reporting
Lesson 1: Understanding Cisco Unified CCE Key Concepts

    • WebView vs. Unified Intelligence Center
    • Characteristics of Unified CCE Data
    • Why Report Data Can Differ
    • Importance of Configuration and Scripting

Lesson 2: Using Report Definitions

    • Report Definitions and Reports
    • Create a Report Definition
    • Create a Report Definition and Report
    • Creating New Data Sources

Lesson 3: Call Detail Record Searches

    • Call detail records
    • Importing a report
    • Exporting a report

Lab Outline

  • Lab 2-1: Managing Users and Security in Cisco Unified Intelligence Center
  • Lab 3-1: Running a Stock Report
  • Lab 3-3: Creating Permalinks
  • Lab 3-4: Modifying a Stock Report
  • Lab 4-1: Creating a New Report
  • Lab 5-1: Verifying Installation of the Unified Intelligence Center Controller and Navigating OAMP
  • Lab 5-3: Creating Value Lists and Collections
  • Lab 6-2: Creating a Simple Report Definition and a custom report
  • Lab 6-3: Searching Call Detail Records