CiscoProfessional
Administering Cisco Contact Center Enterprise
CCEA · 4 days
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CiscoProfessional2 daysUpdated: July 2026
CCER Training for Your Team — Reporting Cisco Contact Center Enterprise
A contact center produces numbers the way it produces calls — constantly, and with consequences. Staffing plans, service-level penalties, bonus schemes and board slides all rest on platform reports that someone configured years ago and nobody has audited since. CCER (Reporting Cisco Contact Center Enterprise) trains the people behind those numbers: navigating the reporting platform, building custom reports and dashboards, understanding the data model well enough to defend a metric, and knowing why real-time and historical figures legitimately differ.
It is the course for the analyst who inherited the report catalog, the supervisor who suspects the dashboard, and the administrator fielding a weekly stream of one-off report requests. Teams often book it after a dispute over service-level numbers — the cheaper timing is before.
We organize delivery through authorized partners and vetted instructors — live online in your time zone, on site, or as a private group that can work against report requirements shaped like your own.
Who this course is for
- Contact center analysts and reporting specialists on a CCE platform
- Supervisors and workforce planners who live in the dashboards
- Platform administrators asked for "just one custom report" every week
- Managers who need to trust the numbers before presenting them
What your team will learn
Topic areas below are grouped in our own words. The full official agenda is available on request — it comes from the authorized partner as part of your quote.
- The reporting platform: from stock reports to answers the business actually asked for
- Building custom reports and dashboards supervisors will genuinely open
- The data model behind the metrics — what "handled" really counts
- Real-time versus historical reporting, and why the two never quite agree
- Permissions and distribution: the right numbers to the right manager, automatically
- Spotting when a metric is lying to you before the quarterly review does
Key facts
| Duration | 2 days |
|---|---|
| Level | Professional |
| Prerequisites | Familiarity with Contact Center Enterprise operations and terminology (CCEF level or working exposure) |
| Formats | Live online (VILT), On-site at your location, Private group, Seats in scheduled groups |
| Languages | English + local-language instructors on request |
Formats and how we organize it
- Live online (VILT)
- On-site at your location
- Private group
- Seats in scheduled groups
One request → three options
Fill in the form below — it takes a couple of minutes. Within 5 business days you compare 2–3 concrete offers — provider, instructor, dates, price below the public list. We contract and administer the delivery end to end. Details:how we work and vendor training.
CCER vs alternatives: which to choose
Factual criteria only — level, duration, audience and certification. The right choice depends on your team's starting point and stack.
Cisco CCEA (Administering CCE)
The platform administration course: agents, skill groups and routing. Choose CCEA for the people configuring the contact center; CCER for the people measuring it. The roles overlap in small teams, and so do the courses.
Cisco CCEF (CCE Foundations)
The two-day conceptual overview of the platform. Analysts arriving from a pure BI background benefit from CCEF first — reporting makes far more sense once the call lifecycle and component map behind the data are clear.
A custom intensive
Standardizing management reporting across your operation? A custom 1–2 day workshop on our materials can build your actual report catalog — your KPIs, your hierarchy, your data quirks — instead of practicing on a generic contact center.
Need only part of CCER?
If your team needs a subset of this program — or a mix of topics from several courses — we build a custom 2–4 day intensive on our own materials, shaped by your infrastructure. One custom program typically replaces 2–3 catalog courses.
Explore custom coursesCCER: frequently asked questions
Who gets the most from CCER?
People who answer questions with contact center data: analysts, supervisors, workforce planners and the administrators who build reports for them. It is a reporting course, not a platform-engineering one — no server administration required beyond understanding where the data originates.
Does the course cover building custom reports?
Yes — that is its core. Attendees move beyond stock reports to building custom reports and dashboards, working with the underlying data model so the results are defensible, and setting up permissions and scheduled distribution to the right audiences.
Why do our real-time and historical numbers disagree?
Because they are produced differently: real-time data summarizes current state at short intervals, while historical data is finalized after contacts complete. The course explains both pipelines, so your team can say which number is right for which question — and why.
How technical is CCER?
Moderately: no programming is required, but attendees work hands-on with the reporting tools and need to reason about data definitions. Comfort with the contact center vocabulary — queues, skill groups, service level — is assumed; CCEF covers it otherwise.
How do we organize CCER training?
Fill in the request form on this page — team size, format, timing. Within 5 business days you receive 2–3 options from authorized partners with vetted instructors, dates and prices below public lists.
Request 2–3 CCER training options — quotes within 5 business days
No commitment — describe the task and we come back with concrete options, dates and prices.
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