Detailed Class Syllabus

Module 1: Overview

A brief overview of the CUIC product and how to access the administrative interface(s). This course quickly
moves into the lab environment where students will do some initial exploration of the Contact Center
environment to observe the existing configuration. Understanding a bit of what is going on in your
deployment will be paramount to the correct interpretation of your reports. (MicroApps vs. Call Studio
Apps, PQ’s or Skill Groups, Call Types, etc.)

Module 2: Exploring Defaults

Starting off with a Contact Center Supervisor role, students will explore the default behavior and
permissions that a Supervisor would inherit by default. Understanding default capabilities for users of the
solution will provide a better idea about how to implement some security/control within your reporting
environment. Students finish this section by running a stock Agent Team real-time report, noting the Agents
within your team(s). The following lab will have you explore several other types of reports typically used,
noting the key differences of each (Call Type, Skill Group, PQ, etc.). Students will also be doing some work
with basic/advanced filters for reports, and come to understand the need/want to “personalize” reports.

Module 3: CUIC Policy Administration

A term used for users/groups and security. Although few are interested in controlling policy administration,
without it you will end up with a jumbled mess of reports. This lesson includes discussing and implementing
Groups, Permissions, and Report Sub-categories so that the “personalized” reports are secure and
organized.

Module 4: Personalizing Reports.

In this course we distinguish between personalization vs. customization of your reporting environment.
Personalization involves everything you could do if you have CUIC Standard. Customization will involve
additional (deeper) capabilities of the environment as found with CUIC Premium. This section is dedicated
to the personalization aspect – saving stock reports as your own, adding default filters, customizing “Views”,
field thresholds, grouping columns, etc. At the end of this section students will end up with several of
reports that better reflect their personal requirements, based on the stock reports that come with the
solution.

Module 5: Value Lists and Collections

Value Lists are a List of Values. Collections are a subset of Value Lists. This session contains an explanation
of what that means, and why it is important. Students will create their own Collection to use within a report
filter.

Module 6: Using Dashboards

Creating Dashboards with your favorite Reports, Links, Notes and a Widget or Widgets is the focus of this
section. Using Permalinks and popouts will also be a part of the discussion.

Module 7: Report Definitions

This section begins to delve into the “advanced” configuration of CUIC with the discussion/customization of
stock Report Definitions. Understanding the basic relationship of the Report Definition to the Report is a
key component, and includes understanding basic terminology differences like Basic Query, Anonymous
Block and Stored Procedures, including why this is important. Students will also spend time with
formatting/renaming fields, fields vs. parameters, key fields, and drilldowns.

Module 8: Customizing Reports

Per above (Personalization), this section deals with the 2nd half - Customizations. Building on what you
have learned so far, this three (3) lab section shows students how to create a new Report Definition and
Report from scratch. Students will integrate the Route Call Detail (RCD) and Termination Call Detail (TCD)
data into a custom report. The concepts learned here could be applied to any custom reporting need. The
labs will guide you through the configuration of a new Report Definition, ultimately implementing an
Anonymous Block Query to produce fields and Parameters for a basic RCD query, after which students
create and use a custom RCD report. Students continue to customize and personalize this report by
implementing Value Lists and Drilldowns to other reports. (FYI: This will be the conclusion of the 2 day
section of the course).

Module 9: Architecture

Includes a discussion of the big picture of how CUIC fits into your environment – which components of
UCCE/PCCE communicate with CUIC and why this is important. Product licensing and deployment models
are major topics in this lesson. Many of our students have been surprised in this section to learn that they
have more than 1 CUIC server in their environment.

Module 10: Database Integration

CUIC integrates with CCE (ICM) data sources, and can also be configured to integrate with other data
sources, most typically CVP. This may be obvious to some learners depending on their background, what
they may not know is the myriad of other settings and configuration options which may affect reporting
events from the Gateway all the way thru ICM. Knowing practical tools and methods to find database
schema information is a key topic in this section.

Module 11: Importing reports

By default, CUIC comes with very few reports – even the “stock” reports are imported. Students need to
know where to go to download new/updated reports for their environment. We will also demonstrate how
to easily import these reports into your solution.

Module 12: Active Directory Integration

Now that the data sources are configured, reports imported, and security is in place, it is time for some
Active Directory integration. By following our guidelines, students can now allow the automatic replication
of Supervisors into CUIC from Active Directory. If done properly, this allows supervisors to log on to CUIC
with a standard ability to run reports and create dashboards, all without any replication of these users
within CUIC. Also demonstrated will be other tricks to get your other administrative users added to CUIC.