About this Course

Deploying Cisco Unified Intelligence Center (DUIC) 8.0 is a comprehensive, end-to-end reporting solution, designed to make the task of creating reports and managing disparate data sources, easier on the customer, and at the same time, present a consistent user interface and a common tool, to access the varied data across multiple Cisco product families.

Audience Profile

This course is intended for Cisco Customers, Cisco Technology Partners, and Cisco Employees.

At Course Completion

Upon completing this course, the learner will be able to meet these overall objectives:

• Provide a comprehensive overview of the Cisco Unified Intelligence Center.
• Demonstrate how to install, administer, and provide security for the CUIC solution.
• Describe reporting concepts as well as capabilities and features of CUIC reports.
• Provide a detailed description of how custom reports from normal data sources (UCCE and CVP) as well new data sources can be created to specific Customer requirements.

Prerequisites

To fully benefit from this course, students should have the following prerequisite skills and knowledge:

• Working knowledge of Unified Contact Center Enterprise is desired.
• A working knowledge of Contact Center operations is desirable.

Course Outline

Module 1: Cisco Unified Intelligence Center (CUIC) Overview

Lesson 1: CUIC Overview

• Operations Administration Maintenance Provisioning

Lesson 2: Managing CUIC Components

• Operations Administration Maintenance Provisioning
• CUIC Reporting Web Applications
• Administrative
• Real-Time and Historical Reports
• Customizing the User Experience

Lesson 3: CUIC Deployment Considerations

• Compatibility Issues
• Deployment Models
• CUIC Sizing Considerations
• Member Nodes

Lesson 4: CUIC Security & License Types

• Licensing
• Sizing Tool
• Licensing compared to Feature Sets
• Report and Report Definitions
• Value Lists and Collections
• Security from within CUIC
• User List
• User Groups

Module 2: CUIC Installation, Administration and Security

Lesson 1: Installing CUIC

• Before You Install CUIC
• Installation Process
• Logging into CUIC
• Applying the License File
• Installing and Configuring the Member

Lesson 2: CUIC Administration

• CUIC  OS Administration
• Admin User Drawer
• Device Management Drawer
• Control Center Drawer
• Cluster Configuration Drawer
• Network Management Drawer
• Tools Drawer

Lesson 3: Managing Users and Security in CUIC

• Security Overview
• User List Page
• User Groups Page
• User Roles and Permissions

Module 3: Running CUIC Reports

Lesson 1: Running Unified Intelligence Center Reports

• Real-time vs. Historical Reports
• Stock Reporting Templates – UCCE
• Setup Unified CCE as a Data Source
• Running a Stock UCCE Report
• Available Stock Reports – Unified CVP
• Running a Stock Unified CVP Report

Lesson 2: Modifying Cisco Unified Intelligence Center Stock Reports

• Creating a Copy of a Stock Report
• Modification of the New Report
• Modifying How Data is Displayed

Module 4: Unified Intelligence Center Custom Reporting

Lesson 1: 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: Creating A New Cisco Unified Intelligence Center Report

• Know your Data Source
• Reporting in a Multichannel Environment
• Create a New Report
• Create a New Report Definition and Report
• Create a Dashboard
• Creating New Data Source

Lesson 3: Call Detail Record Searches

• Call Detail Records
• Importing a Report
• Exporting a Report