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Collaboration, Voice & AV · Intermediate

Cisco Unified Intelligence Center (CUIC)

Cisco's web-based reporting platform for contact center real-time and historical reports and dashboards.

Definition

CUIC provides stock and custom reports for UCCX and UCCE, such as agent state, CSQ activity and service level, and can embed live data gadgets in Finesse. Users with permissions can schedule and export reports. It queries contact center databases as data sources.

Example

A manager runs a CSQ Activity report in CUIC to check abandoned calls for last week.

Exam tip

CUIC is for reporting; Finesse hosts its live data gadgets.

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