Reporting Cisco Contact Center Enterprise (CCER) v1.0 Course Overview

Reporting Cisco Contact Center Enterprise (CCER) v1.0 Course Overview

The Reporting Cisco Contact Center Enterprise (CCER) v1.0 course is designed to provide learners with a comprehensive understanding of the Cisco Unified Intelligence Center (CUIC) and its functions within a Cisco Contact Center Enterprise environment. It focuses on the foundational aspects of CUIC, Deployment models, administration, operations, and the creation of Custom reports and dashboards.

Through the course, participants will delve into CUIC basics, understanding its role in reporting and data presentation for contact centers. They'll explore various Deployment models to fit different business needs. The course also covers the Operations Console (OAMP) for system administration, including admin user management.

Learners will further investigate the attributes of CUIC, including Stock reporting and Dashboard features, which are essential for real-time data visualization. They'll gain practical skills in creating views and building Report definitions to tailor reports to specific requirements.

The lab outline provides hands-on experience, allowing participants to explore the CUIC OAMP, work with stock reports and dashboards, understand Value lists, Collections, and Groups, edit report views, and create Custom reports, enhancing their ability to make data-driven decisions in a contact center environment.

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Target Audience for Reporting Cisco Contact Center Enterprise (CCER) v1.0

The CCER v1.0 course offers comprehensive training on Cisco Unified Intelligence Center, tailored for professionals managing contact center reporting.


Target Audience for Reporting Cisco Contact Center Enterprise (CCER) v1.0:


  • Cisco Unified Intelligence Center Administrators
  • Contact Center Managers
  • IT Professionals in charge of Contact Center infrastructure
  • Network Engineers specializing in Cisco Collaboration Solutions
  • Data Analysts focusing on Contact Center performance metrics
  • System Integrators working with Cisco Contact Center solutions
  • Technical Support personnel for Cisco Contact Center products
  • Business Analysts involved with Contact Center reporting and analytics
  • Cisco Partners and Sales Engineers consulting on Cisco Unified Intelligence Center solutions


Learning Objectives - What you will Learn in this Reporting Cisco Contact Center Enterprise (CCER) v1.0?

Introduction to Learning Outcomes and Concepts Covered:

The Reporting Cisco Contact Center Enterprise (CCER) v1.0 course provides comprehensive training on Cisco Unified Intelligence Center (CUIC), focusing on report customization, deployment, and administration to optimize contact center operations.

Learning Objectives and Outcomes:

  • Understand the basics and deployment models of Cisco Unified Intelligence Center, enabling effective planning and implementation.
  • Gain proficiency in using the Operations Console (OAMP) for system configuration and user management.
  • Learn to navigate stock reporting features and utilize dashboard functionalities to monitor contact center performance.
  • Develop the skills to create custom views and build report definitions tailored to specific organizational needs.
  • Acquire hands-on experience in exploring the CUIC OAMP and working with stock reports through practical lab exercises.
  • Master the creation and management of dashboards to present relevant data and insights effectively.
  • Understand the use of value lists and collections to enhance report filtering and segmentation.
  • Learn to manage supervisor defaults and use groups to streamline reporting processes for different user roles.
  • Enhance reporting capabilities by editing report views and incorporating drilldowns for in-depth data analysis.
  • Create custom reports, including custom Route Call Detail (RCD) report definitions, using database queries for targeted insights.

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