Cisco's Contact Center databases contain extensive detail about activities at the Cisco IVR (Customer Voice Portal or IP-IVR), agent and call activity as well as information about chat and email activities in the contact center. This area is intended to share information and sample reports, and answer questions about Cisco Contact Center databases and Unified Intelligence Center. Key features of Intelligence Center are:
- Real-time and historical reports and dashboards with flexible presentation options, including interactive grids, graphs, charts, gauges, notes, and widgets
- User-defined access control for reports, dashboards, and other resources
- Platform for report development and distribution
Beginning with Contact Center Enterprise Release 8.0, Cisco Unified Intelligence Center Standard is delivered as part of Contact Center Enterprise. Beginning with Contact Center Express 9.0, Intelligence Center Standard is included for historical reporting.