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Hands-On Cisco Contact Center Enterprise Reporting Lab

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Solution Overview
Reporting is critical for customers in the day to day management of their contact center. Migrating from another platform such as Avaya CMS to Cisco Unified Intelligence Center (CUIC) can cause anxiety for contact center supervisors, managers and analysts. This lab walks users through the process of generating stock reports and customizing them for their individual use. While it is not meant as the only tool for training users on CUIC, it is an effective method of reinforcing previous training.

Goals & Objectives

This lab provides a Cisco Packaged Contact Center (PCCE) environment with the Cisco Unified Intelligence Center reporting platform.  

The student will perform the following activities:
  • Run a stock report
  • Apply report filters
  • Redefine report filters
  • Save a personal copy of a report
  • Add and remove fields
  • Sort data
  • Examine report SQL queries
  • Export report data
  • Categorize reports

Hardware & Software

The lab consists of the following components:
  • Cisco Call Manager 11.6
  • Cisco Packaged Contact Center Enterprise 11.6