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Unified Intelligence Centre (CUIC)

CUIC provides the information and management tools to help you understand how reporting data is generated and how to interpret reporting data in a Cisco ACD environment.
Reports concepts will be described and capabilities and features of the reports will be explained.

Duration 3 hours per session
Group Size Up to 5 people per session
Prerequisite No Prior Knowledge Required
Course type Contact centre Supervisor
Training Room Requirements Meeting Room
Flipchart
Projector
PC per attendee with Internet Explorer
CUIC Logins and Passwords
ACD Setup Information and Call Flows
Remote Training Requirements Sessions will be hosted using either Webex or Microsoft Teams sessions
Attendees must have access to a PC/ Laptop that can access Webex or Microsoft Teams
Note This course should take place after a cutover

Course Content

Upon successful completion, delegates will be able to:

  • Understand basic reporting concept
  • Understand the Call Flow Process
  • Understand the concepts of skills and agent selection
  • Understand Agent Call Flow and Agent States
  • Understand Agent Team Concept
  • Understand Reporting Intervals, real time reports and historical reports.
  • Interpret Real Time Reports
  • Interpret Historical Reports
  • Edit and Customise reports
  • Export report data
  • Utilise the Scheduler
  • Administer Dashboards
  • Export report data to excel
  • Understand Value Lists
  • Create Collections

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