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