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Cisco Unified Intelligence Center

Reports are important, aren’t they? Especially, in a major contact center, with thousands of operators working and SLA control being a crucial business aspect.

In this article, we'll discuss the features, architecture and specific terms of Cisco Unified Intelligence Center (CUIC).

What for?

CUIC can work with historical data and real-time data. You can install it at a standalone server, or deploy it in a cluster using up to 8 servers.

In CUIC, you can add different reports, including customized ones, modify the repots’ presentation, create diagrams, charts, permalinks, dashboards and use many other features.

Architecture

In terms of high-level architecture, CUIC works like this:

1. A user (supervisor) requests report generation in CUIC via a web browser;
2. The request is being processed by a web server in Unified Intelligence Center cluster;
3. Data is parsed through a Data Source;
4. The data source presents real-time or historical reports from UCCE or CVP reporting server.

You can also connect CUIC to UCCX data.

When you configure the connection to UCCE (CUIC has a separate Data Sources configuration section), you enter AWDB (Administrative Workstation DB) server connection parameters. This is, basically, a SQL connection on port 1433 (unless you have changed it).

As we have already mentioned, CUIC is basically a data visualizer for DB sources. The initial setup includes configuring data sources.

Now let’s look at the interface.

What does it look like?

The authorization form is pretty standard:

We have already mentioned Data Source creation form. Here it is:

This is simply a DB connection.

Reporting. On the screenshot below, you can see the system dashboard. Please note that there are reports, notes (they can be used to pin important data), frames for important web resources:

CUIC, as of Version 12

In version 12, Cisco has improved the interfaces of its contact center products. Finesse agent desktop interface has also been modified. Please look at the previous screenshot once again. Now you can see the changes in CUIC user interface: