Cisco Unified Intelligence Center is a reporting platform for users of Cisco Contact Center products. It is a web-based application that provides Historical, Real-time, and Live Data reporting and dashboards.
Unified Intelligence Center serves the following primary purposes:
Obtains data from the base solution's database. The base solution can be any of the Contact Center products.
Allows you to create custom queries to obtain specific data.
Customizes the visual presentation of the reports.
Customizes the report data.
Allows different groups of people to view specific data based on their roles.
Customer Journey Analyzer
Unified Intelligence Center users can use the reporting platform to launch Customer Journey Analyzer using Analyzer from the left navigation pane.
You can customize the default Analyzer URL using the CLI set cuic analyzer url <urlname>.
For more information on the CLI, see Cisco Unified Intelligence Center Administration Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-intelligence-center/products-maintenance-guides-list.html.
The Customer Journey Analyzer mines historical data from multiple data sources and systems to generate specific business views of data. The Analyzer visually displays trends to help you identify patterns and gain insight for continuous improvement.
You must have completed the on boarding process for Cloud Connect to access Customer Journey Analyzer. Cloud Connect allows Cisco Contact Center on premises customers to connect to cloud services, such as Customer Journey Analyzer to use Business Metrics.
For more information, see Business Metrics related information in Cisco Unified Contact Center Enterprise Features Guide at https://www.cisco.com/c/en/us/support/customer-collaboration/unified-contact-center-enterprise/products-feature-guides-list.html.