Cisco Reporting Cisco Contact Center Enterprise (CCER)
E-Learning
Description
The Reporting Cisco Contact Center Enterprise (CCER) v1.0 course provides an architectural overview of the Contact Center Enterprise (CCE) Solution components and deployment models. You will learn the end-to-end reporting solutions of CCE designed to assist customers and partners in the task of creating reports and managing disparate data sources.
The Reporting Cisco Contact Center Enterprise (CCER) v1.0 course provides an architectural overview of the Contact Center Enterprise (CCE) Solution components and deployment models. You will learn the end-to-end reporting solutions of CCE designed to assist customers and partners in the task of creating reports and managing disparate data sources. The course explains the nuances of analyzing and troubleshooting in various deployment scenarios: Designed Tier 2/Day 2 Support. The Cisco® Contact Center Enterprise (CCE) solution helps businesses deliver a connected digital experience, enabling you to provide contextual, continuous, and capability-rich journeys for your customers, across time and channels. The course teaches you the business application of the CCE solution providing the framework of interrelationship between both core and optional components required to configure the CCE solution.
After taking this course, you should be able to:
Provide a high-level overview of the Cisco Contact Center portfolio
List the key components within the Packaged Contact Center Enterprise (PCCE) architecture and their functions
Describe how calls flow through PCCE using appropriate terms and naming conventions
Introduce the tools used in the configuration, scripting, reporting and support of a PCCE deployment
Identify advanced features available within the PCCE solution
Account and project managers
Business liaisons
Deployment engineers
Managers overseeing CCE deployments
Technical sales
| Lesson Id | Title | Description |
|---|---|---|
| 1 | Introduction to CCE |
Cisco Contact Center Basics Cisco Contact Center Fundamentals |
| 2 | Functionality of PCCE Components |
Public Switched Telephone Network (PSTN) and Voice Gateways Cisco Unified Border Element (CUBE) |
| 3 | Terms and Naming Conventions Used in CCE |
CCE Access Environment CCE Routing Configuration |
| 4 | Access Tools Available in CCE |
Single Pane of Glass (SPOG) Cisco Intelligent Contact Management (ICM) Configuration Manager |
| 5 | Discovering CCE Features Beyond Default |
Agent Management Agent Efficiency |