Cisco Unified Intelligence Center Guidelines
The following are a brief collection of considerations, which if you follow while deploying Unified Intelligence Center, provide the optimal operation of the application.
Centralized Ownership and Administration
The administration and design of Unified Intelligence Center is best left to a centralized team who are
responsible for ensuring proper report and dashboard design, as well as managing ongoing system
Create targeted dashboards for users and eliminate
elements that are not required for those users. Focus dashboard design on just what people
When possible, increase the time between the refresh (increase the
refresh rate) to reduce access to the database. By default, realtime reports are set to refresh
every 15 seconds, and historical reports are set to refresh every 15 minutes, but each custom
report definition can be set to a unique refresh rate.
Data Source Access Across WAN
Unified Intelligence Center nodes should not be using data sources across the WAN. For example, Unified Intelligence Center
node on Side A should not access data from data source on Side
B, unless explicitly provisioned, as this requires extra WAN bandwidth.
Unified Intelligence Center Server Access Across WAN
Bandwidth calculator does not take into account the amount of
bandwidth required to support clients over the WAN. Cisco strongly recommends
that Unified Intelligence Center users be local to their Unified Intelligence Center server, otherwise, the
Client > Unified Intelligence Center bandwidth must be taken into account. Size the bandwidth required
to support clients over the WAN according to the reporting
profile being used.
Use a lab or a non-production system for report
development and testing prior to deployment. Import the finished reports into the
production server after testing in the lab environment.
Build reports with an historical summary skill group or call type data rather than with
individual agent or call records to optimize database queries. There are fewer records to
report on in the summarized forms, which results in improved performance.
For example, whenever possible, use Agent Team reports in Unified CCE deployments instead
of Agent reports, if the former can suffice.
Browser Client for Reports
Mozilla Firefox is
the preferred client of choice for administrators in scaled deployments, due to the large
amount of data that appears. Unified Intelligence Center pages render faster on the Firefox platform.
Identify the reports that are
run daily and shared among various users and use the scheduling function in Unified Intelligence Center
to send email or update dashboards with this data.
For example: if all managers in a call center require the same Daily Skill Group and Call
Type Reports, schedule those reports for email delivery or to update a common dashboard.
Evaluate any reports that require more than 30 seconds to render to determine if you can optimize or schedule the
report for a time of lower system use, especially if they
access a large amount of data.
Optimum user experience for Live Data reports is obtained when the
number of rows in the report fits into a single page on the browser. This can
be achieved by splitting larger Live Data reports into multiple reports by the
appropriate use of filters and view these reports in multiple tabs in the
Unified Intelligence Center Report Viewer or in different windows in the