00 · Header

T4 · Webex Contact Center Enterprise

Reporting with CUIC

Color-coded sequence: PSTN → CVP → Router → Desktop. A packet moves along the arrows. Reduced motion keeps every step visible.

Cisco Unified Intelligence Center is the reporting platform named in the Unified CCE reporting guide. Stock bundles, Live Data, and Analyzer are three different clocks.

Room T4-R07 Version v0.1 last-verified: TODO Difficulty L2 Est. time 70–90 min Prereq T4-R01 Reading 18 min

01 · Executive summary

Five lines, then why it matters

Transitional templates are the introductory stock set. All Fields templates expose database fields and are the base for custom reports, including precision-queue data. [cite:1]
Import Outbound templates only when the deployment has Outbound Option. Import Customer Collaboration Platform templates only when that platform is deployed. [cite:1]
Contact Sharing templates show configuration, calls routed to each target, and calls that error during routing. Admin Security templates cover audit trails, permissions, and template ownership. [cite:1]
Stock report templates display data saved in the Unified CCE database. By default, stock reports have one grid view. Some also have a chart view. [cite:1] [cite:2]
Multi-tenant Analyzer is a different product surface. Its clocks are taught in T3-R07, not pasted onto CUIC. [cite:3]

Why it matters. A supervisor who asks for “real time” may mean Live Data, a Realtime stock template, or Analyzer. The reporting guide separates the first two. The architecture article for multi-tenant Webex Contact Center is the third.

02 · Architecture map

Three report families

1Historical stock templates
2Realtime stock templates
3Live Data, usually under 3 seconds

Mermaid source (not rendered)

flowchart LR
  DL[Cisco.com stock bundles] --> IMP[Import]
  IMP --> CUIC[Unified Intelligence Center]
  CUIC --> H[Historical]
  CUIC --> R[Realtime]
  CUIC --> L[Live Data]

03 · Core concepts

Bundles, views, and the clock

Unified Intelligence Center

A reporting platform for Cisco Contact Center products. The reporting user guide calls it a web-based application that provides Historical, Real-time, and Live Data reporting and dashboards. [cite:1] re-check

Stock versus custom

Cisco provides stock templates. You import them and can clone with Save As. If stock templates do not meet the need, the chapter points you at the Report Customization Guide. [cite:1] [cite:2]

Do not mix the clocks

Live Data uses the Live Data stream. The guide says its refresh is usually less than every 3 seconds and is much faster than Realtime or Historical reports. Analyzer’s real-time and historical behavior is documented on a different help article and belongs in T3-R07. [cite:1] [cite:3]

Version skew

A Cisco support note for CUIC 11.6 says mismatched stock reports after upgrades can report incorrect data because schemas change, and that the current UCCE version’s templates should be imported. That note is old. Treat the procedure as a warning to match bundles to the release, and re-check it before you run the SQL it prints. [cite:4] re-check

Live Data report names

Template family	What you get	Cite
Live Data	Agent, Agent Skill Group, Precision Queue, Skill Group, Recent State History, Recent Call History	[cite:1]
Transitional	Introductory templates. Simplified All Fields. Familiar if you have used other contact-center templates.	[cite:1]
All Fields	Data from all fields in a database. Basis for custom reports. Includes precision-queue routing data.	[cite:1]
Outbound	Outbound Option activity. Import when that option is deployed.	[cite:1]
Contact Sharing	Active routing configuration, calls per target group, calls that error while routing.	[cite:1]
Admin Security	Audit trails, permissions, template ownership.	[cite:1]
Customer Collaboration Platform	Import when that platform is in the deployment.	[cite:1]

04 · Ecosystem

Reporting next to the rest of the stack

Mini map of the neighbors named on this room’s sequence. Orientation sketch, not a new product claim.

Glossary

CUIC: Cisco Unified Intelligence Center. The reporting application in the Unified CCE reporting user guide. [cite:1]
Stock report: A Cisco-provided template you download and import. It shows data saved in the Unified CCE database. [cite:1]
Live Data: Reports whose data source is the Live Data stream. Refresh is usually less than every 3 seconds. [cite:1]
Realtime template: A stock Realtime report. The guide says it is slower than Live Data. [cite:1]
Historical template: A stock Historical report over saved database data. [cite:1]
Grid view: The default tabular view. Every stock report has one. [cite:2]
Save As: The way the user guide says you clone a stock template before you customize it. [cite:2]
Report definition: How the user guide describes the query, fields, filters, and refresh behind a report template. [cite:2]
Analyzer: The multi-tenant Webex Contact Center reporting surface. Not this CUIC chapter. [cite:3]
All Users group: A February 2022 what’s-new line: non-administrative owners can see the All Users group in the CUIC permission modal on Webex CCE. [cite:5] re-check
WCAG 2.1: The reporting chapter says CUIC adopts Level A and Level AA. [cite:1]
1366×768: The minimum screen resolution that chapter lists for CUIC. [cite:1]

Mind map

Mermaid source (not rendered)

mindmap
  root((CUIC))
    Stock bundles
    Live Data
    Historical
    Realtime

Sister matrix

Orientation only. No parity matrix on help.webex.com equates CUIC stock reports with another vendor’s analytics.

Sister	What the cited page says	Why it matters	Config touchpoint	Typical failure	Cite
Workforce management	py6u9h lists WFO SKUs for Enterprise, CCE, and CCX. CUIC stock bundles are not that SKU list.	A schedule forecast is not a Live Data agent report.	WFO article for the SKU. CUIC for contact-center reports.	Importing an All Fields template and calling it WFM.	[cite:6]
Quality management and recording	The stock-bundle list in this chapter does not print a QM retention window.	Supervisors ask for recordings in the same breath as reports.	Read the quality-management guide for that release.	Quoting Calling’s one-year retention as CUIC history.	[cite:1]
E911, RAY BAUM, Kari, RedSky	Not a CUIC stock bundle in the list read here.	Emergency compliance is not a report import.	The Webex CCE 9-1-1 section named on the what’s-new page.	Using a call-history report as proof of a dispatchable location.	[cite:5] re-check
Analytics and reporting	This room. Three families: Historical, Realtime, Live Data.	The refresh sentence applies to Live Data templates.	Import the matching bundle. Run the report.	Promising a 3-second refresh on a Historical template.	[cite:1]
Salesforce, Dynamics 365, ServiceNow	Not named as CUIC data sources in the stock-bundle section.	CRM objects are not Unified CCE database fields until a report definition says so.	Report Customization Guide if you build a custom query. Do not invent the SQL here.	Expecting a stock Agent report to list CRM cases.	[cite:1]
Virtual agents and AI Assistant	Not a stock bundle name in the list read here.	AI transcripts are gadget content in the Finesse chapter comments.	T4-R06 for the gadget path. This room for CUIC templates.	Looking for a virtual-agent stock report that this list does not name.	[cite:1]
IVR and self-service	CVP reporting uses the CVP Reporting Server when that model enables it.	A CVP report and a CUIC stock template answer different questions.	T4-R05 for the Reporting Server flag. This room for CUIC import.	Importing a CUIC bundle to fix a missing CVP Reporting Server.	[cite:7]
Digital channels	Customer Collaboration Platform templates are the stock row that mentions that platform. Webex CCE digital channels are on the what’s-new page.	Import the bundle only if the platform is deployed.	Stock list, plus the digital gadget guide.	Importing the bundle on a voice-only system and expecting chat rows.	[cite:1] [cite:5]
Identity and SSO	Admin Security templates report on permissions and ownership. The February 2022 note mentions the All Users group for non-admin owners.	Permission bugs look like empty reports.	Admin Security templates. The what’s-new permission sentence is re-check.	Debugging SQL when the user cannot see the folder.	[cite:1] [cite:5]

Integration edges

From	To	Mechanism	What moves	Cite
Cisco.com download	CUIC	Import	Stock report bundles. The guide names the Intelligence Center Reports link.	[cite:1]
Unified CCE database	Historical and Realtime templates	Saved data	The fields those templates query	[cite:1]
Live Data stream	Live Data templates	Stream processing	Agent, skill, precision queue, recent state, recent calls	[cite:1]
Stock template	Custom report	Save As	A clone you can edit	[cite:2]
Report definition	Grid	Query result	Default grid. Some stock reports also have a chart.	[cite:2]
CUIC	Finesse	Live Data gadgets on the desktop	The Finesse admin book has a certificates chapter for Live Data. This room does not paste certificate steps.	[cite:8]
Webex CCE CUIC	All Users group	Permission modal	February 2022 note for non-admin owners	[cite:5] re-check
Multi-tenant Analyzer	WxCC only	Separate article	Not a CUIC import	[cite:3]

Bridges

CUIC idea	Neighbor	Peer label	Cite
Stock Unified CCE reports	On-premises and Enterprise reporting use this guide. Multi-tenant reporting is Analyzer.	No vendor parity matrix.	[cite:1] [cite:3]
Live Data under 3 seconds	Do not copy that sentence onto Analyzer. T3-R07 keeps Analyzer’s own clocks.	Other vendors’ wallboards are orientation only.	[cite:1]
Import from Cisco.com	A mismatched older bundle is the failure the 11.6 support note describes.	Exporting a foreign report XML is not this import.	[cite:4]

Future hooks

Canon plan: when the reporting user guide is updated past April 30, 2025, drop the re-check on the Live Data sentence if the words are unchanged.
The customization guide is a separate book. Custom SQL stays in that book.
Webex CCE permission behavior newer than February 2022 should replace the All Users sentence when you find it.

Ecosystem troubleshooting

Symptom	Likely mix-up	Check	Move	Cite
A supervisor wants Analyzer intervals inside CUIC	T3 clocks were pasted onto Unified CCE	Which product is on the subscription?	Use the CUIC families in this room. Open T3-R07 for Analyzer.	[cite:3]
Outbound reports are empty	The bundle was imported on a system without Outbound Option	The guide says to import those templates if Outbound Option is deployed	Confirm the option before you debug the query.	[cite:1]
Numbers look wrong after an upgrade	Old stock definitions remained	The 11.6 note says schemas change across versions	Import the templates for the current UCCE version. Re-check that note’s SQL before you run it.	[cite:4]
Live Data feels as slow as a historical report	The wrong template family is open	Live Data is the stream. Historical reads the database.	Open a Live Data template from the list.	[cite:1]

05 · Flow

From download to a running report

Step	From	To	Mechanism	Notes	Cite
1	Administrator	Cisco.com	Download	Intelligence Center Reports link named in the reporting guide.	[cite:1]
2	Bundle	CUIC	Import	The install may already include a subset.	[cite:1]
3	Unified CCE database	Historical or Realtime template	Saved fields	Stock templates display that saved data.	[cite:1]
4	Live Data stream	Live Data template	Stream	Usually refreshes in less than 3 seconds.	[cite:1]
5	Stock report	Clone	Save As	Edit the clone. The user guide says stock reports have a default grid.	[cite:2]
6	User	Report	Run	Screen at 1366×768 or higher.	[cite:1]
7	Owner	Permissions	Admin Security templates	Audit, permissions, ownership. All Users note is separate and older.	[cite:1] [cite:5]
8	Custom need	Customization guide	Report definition	The reporting chapter points at that guide rather than printing the SQL.	[cite:1]

06 · Config

Import rules you can cite

Download the stock bundles from the Intelligence Center Reports link the reporting guide names. [cite:1]
Import the bundles. Expect the server to already contain all of them or only a subset, depending on the deployment. [cite:1]
Import Outbound templates when Outbound Option is deployed. Import Customer Collaboration Platform templates when that platform is deployed. [cite:1]
Use Transitional templates for a new reader. Use All Fields when you need every database field or precision-queue routing data. [cite:1]
For a faster agent or queue wallboard, open a Live Data template: Agent, Agent Skill Group, Precision Queue, Skill Group, Recent State History, or Recent Call History. [cite:1]
Clone with Save As before you change a stock report. The default view is a grid. [cite:2]
Use a display at 1366×768 or higher. The chapter also states WCAG 2.1 Level A and Level AA. [cite:1]

Screenshot slot: CUIC import dialog with report names visible and no customer data.

07 · Limits

What is quantified

Item	Value	Source	Verified?
Live Data refresh	Usually less than every 3 seconds	[cite:1]	re-check Chapter updated April 30, 2025
Screen resolution	1366×768 or higher	[cite:1]	re-check
Default stock view	One grid. Some reports also have a chart.	[cite:1] [cite:2]	re-check
Accessibility claim	WCAG 2.1 Level A and Level AA	[cite:1]	re-check
Bundle coverage	All or a subset, depending on deployment	[cite:1]	re-check
All Users permission note	February 2022 what’s-new	[cite:5]	re-check
Stock-report SQL in the 11.6 note	Not copied into this room	[cite:4]	re-check Old support note
Analyzer refresh	Read T3-R07. Not a CUIC number.	[cite:3]	Boundary only

08 · Troubleshooting

Wrong bundle, wrong clock, wrong product

Symptom	Likely cause	Evidence	Fix	Cite
Precision-queue columns are missing	Transitional template is open	All Fields includes precision-queue routing data	Import or open the All Fields template	[cite:1]
The wallboard refreshes slowly	A Historical or Realtime template is open	Live Data is the fast family	Open a Live Data template from the named list	[cite:1]
Outbound folder is empty of useful rows	Outbound Option is not deployed	The guide conditions that import on the option	Confirm Outbound Option before you re-import	[cite:1]
Contact Sharing report shows nothing	The system is not a Contact Sharing deployment	Those templates describe that system	Use them only when Contact Sharing is in the design	[cite:1]
A stock report was edited in place and cannot be restored	Save As was skipped	The user guide says to clone, then customize	Re-import the stock bundle and edit the clone	[cite:2]
The UI is cut off	The display is below the stated resolution	1366×768 or higher	Raise the resolution before you call the report broken	[cite:1]
After upgrade, totals do not match the previous month	Stock definitions from an older schema	The 11.6 note warns about this	Import current-version templates. Do not run the note’s SQL until you re-check it.	[cite:4]
A user cannot see a report another owner can run	Permissions	Admin Security templates cover permissions and ownership	Check those templates. The All Users sentence is a 2022 note.	[cite:1] [cite:5]
Someone quotes a 5-second Analyzer default as CUIC	T3-R07 was merged into this room	Analyzer is the multi-tenant article set	Keep that number in T3-R07	[cite:3]
Chat volume is expected from a voice All Fields report	Digital channels were assumed	Collaboration Platform templates are conditional. Webex CCE digital is a what’s-new topic.	Import the conditional bundle only if that platform exists	[cite:1]

09 · Self-question ladder

Twelve rungs

L0What is CUIC in the reporting user guide?

A web-based reporting platform with Historical, Real-time, and Live Data reporting and dashboards. [cite:1]

L1Why import stock reports instead of writing SQL on day one?

Cisco ships the templates. They show data already saved in the Unified CCE database. Custom work starts from Save As or the customization guide. [cite:1] [cite:2]

L1What fails if you promise a sub-3-second Historical report?

That refresh sentence is about Live Data templates, which the guide says are much faster than Realtime or Historical reports. [cite:1]

L2Name the Live Data reports in the stock list.

Agent, Agent Skill Group, Precision Queue, Skill Group, Recent State History, and Recent Call History. [cite:1]

L2When do you import Outbound templates?

When the deployment includes Outbound Option. [cite:1]

L2What is the difference between Transitional and All Fields?

Transitional templates are simplified introductions. All Fields templates expose database fields and include precision-queue routing data. [cite:1]

L3How do you prove a report is stock rather than a broken custom query?

Stock reports have one default grid view. A few also have a chart. They were imported from Cisco’s bundles. [cite:2]

L3A display clips the report. What resolution does the chapter require?

1366×768 or higher. [cite:1]

L3Why can an upgraded system show wrong totals?

The 11.6 support note says mismatched stock reports can remain after upgrades because schemas change. Import the current version’s templates. [cite:4] re-check

L4How is CUIC different from Analyzer?

This guide is Unified CCE reporting. Analyzer is the multi-tenant Webex Contact Center surface in T3-R07. [cite:3]

L4What does the February 2022 Webex CCE note add about permissions?

Non-administrative entity owners can view the All Users group in the permission modal and assign permissions. The date is re-check. [cite:5]

L5What stops you from sizing a custom report from memory?

The reporting chapter sends customization to the Cisco Unified Intelligence Center Report Customization Guide. This room does not invent the query. [cite:1]

10 · Lab

Paper lab: pick the bundle before you promise a refresh

Goal: choose a CUIC template family for three supervisor questions without opening a customer report that contains personal data.
Prereq: the Release 15.0(1) reporting user guide. [cite:1]
Step 1. “How did the queue do last week?” Expected: Historical.
Step 2. “Who is on a call right now, updating in a couple of seconds?” Expected: a Live Data template from the named list.
Step 3. “Precision queue fields.” Expected: All Fields, not only Transitional.
Step 4. Write whether Outbound templates belong in this deployment.
Evidence: the refresh sentence you will and will not attach to Historical reports.
Break it: tell the supervisor Analyzer’s clock is CUIC Live Data. Recovery: split the products.
Reflection: the chapter date is April 30, 2025. Which sentences did you mark re-check?

11 · Quiz

Twelve checks

0 revealedAnswers stay closed until you open them.

Q1MCQ

CUIC in the reporting user guide provides:

Historical, Real-time, and Live Data reporting
Only Flow Designer logs
Only BGP routes
Only Finesse XML

Reveal

A. [cite:1]

Q2MCQ

Live Data refresh is described as:

Usually less than every 3 seconds
Once a day
The same as Historical
1366 seconds

Reveal

A. The chapter date is April 30, 2025, so this stays re-check. [cite:1]

Q3Scenario

A new supervisor wants a simple report that resembles other contact-center templates. Which stock family fits?

Reveal

Realtime and Historical Transitional templates. [cite:1]

Q4MCQ

Precision-queue routing data is called out on:

All Fields templates
Admin Security only
The Edge Connect article
Partner Hub

Reveal

A. [cite:1]

Q5MCQ

Import Outbound templates when:

The deployment includes Outbound Option
Every deployment, always
You are configuring SSO
You are sizing a gateway

Reveal

A. [cite:1]

Q6Scenario

Name two Live Data reports from the stock list.

Reveal

Any two of Agent, Agent Skill Group, Precision Queue, Skill Group, Recent State History, and Recent Call History. [cite:1]

Q7MCQ

The default view of a stock report is:

A grid
Only a chart
A SIP ladder
A BGP table

Reveal

A. Some stock reports also have a chart view. [cite:2]

Q8MCQ

Minimum screen resolution in that chapter:

1366×768 or higher
640×480
No requirement is printed
4K only

Reveal

A. [cite:1]

Q9Scenario

You want to change a stock report. What does the user guide tell you to do first?

Reveal

Clone it with Save As, then customize the clone. [cite:2]

Q10MCQ

Contact Sharing templates help you see:

Routing configuration, calls per target, and routing errors
TLS versions
Phone firmware
Expressway call policy

Reveal

A. [cite:1]

Q11Draw it

Draw three boxes: Historical, Realtime, Live Data. Put “usually under 3 seconds” on one box only.

Reveal

Live Data. [cite:1]

Q12Scenario

A colleague uses an Analyzer refresh number as the CUIC Live Data interval. What do you correct?

Reveal

Analyzer is the multi-tenant reporting surface. CUIC’s Live Data sentence is the one in the Unified CCE reporting guide, and that chapter is marked re-check because it was updated April 30, 2025. [cite:3] [cite:1]

12 · Audio

Slots for Studio

Transcript slot

Studio fills this from the cites.

Transcript slot

Studio fills this from the cites.

Transcript slot

Studio fills this from the cites.

13 · Interview

Oral answers

30 seconds. CUIC is the Unified CCE reporting application. I keep Historical, Realtime, and Live Data apart. Live Data is the one the guide says usually refreshes in less than 3 seconds.

2 minutes. Stock bundles come from Cisco.com and are imported. Transitional templates are the simple set. All Fields templates are the ones I clone when I need every column, including precision queues. Outbound and Customer Collaboration Platform bundles are conditional. Contact Sharing shows targets and routing errors. Admin Security shows audit and permissions. Every stock report has a grid. I use Save As before I edit. The screen requirement printed in that chapter is 1366 by 768 or higher.

30 seconds, the other product. Analyzer is multi-tenant Webex Contact Center. I do not quote its refresh as a CUIC fact.

2 minutes, dates. The reporting chapter I used was updated April 30, 2025, so the refresh and resolution sentences stay re-check. A February 2022 what’s-new line says Webex CCE CUIC lets non-admin owners see the All Users group. An 11.6 support note warns that old stock reports lie after a schema change. I import the current bundle and I do not paste that note’s SQL into a runbook.

What you will not say. You will not invent a custom SQL report in the interview. The customization guide is the next book.

14 · Citations

Ledger

Retrieved 2026-10-14. Study notes from public sources.

Cisco Unified Contact Center Enterprise Reporting User Guide, Release 15.0(1), Cisco Unified Intelligence Center — cisco.com — updated April 30, 2025 — Reporting user guide, CUIC chapter. Stock bundles, Live Data refresh, screen resolution, WCAG. re-check
Cisco Unified Intelligence Center User Guide, Release 15.0(1), Reports — cisco.com — updated April 30, 2025 — CUIC user guide, Reports. Grid view, Save As, report definition. re-check
Webex Contact Center architecture — help.webex — article utqcm7 — help.webex.com article utqcm7. Multi-tenant boundary. Analyzer detail stays in T3-R07.
How to Verify Version of Stock CUIC Reports — cisco.com — document 214983 — Stock report version note. CUIC 11.6. re-check
What’s new for administrators in Webex Contact Center Enterprise — help.webex — article nhy3hvdb — help.webex.com article nhy3hvdb. February 2022 All Users group. 9-1-1 pointer. Digital channels. re-check
Webex WFO: Feature Specific SKUs — help.webex — article py6u9h — help.webex.com article py6u9h.
Configuration Guide for Cisco Unified Customer Voice Portal, Release 15.0(1), Unified CVP Call Flow Models — cisco.com — CVP call flow models. Reporting Server boundary.
Cisco Finesse Administration Guide, Release 15.0(1) — cisco.com — Finesse administration guide contents. Certificates for Live Data is a chapter title, not a procedure copied here.

15 · Re-engineer later

Still open

Open questions: the CUIC user-guide update date for the grid and Save As sentences; a Webex CCE permission page newer than February 2022.
Facts still marked re-check: the April 30, 2025 reporting chapter, the 11.6 stock-version note, and the All Users sentence.
Assets missing: import screenshot with no customer rows, audio, exported SVGs.
Ideas for v1.0: a bundle picker that only lists the families this chapter names.
Next review: re-read the reporting user guide when Cisco updates it past April 30, 2025.

Sources and go deeper

Checked links were opened this month. A confirm row has no address because that page was not opened.

Wikipedia Webex (Wikipedia) last checked 2026-10
Vendor doc Webex Help Center last checked 2026-10
DevDocs Webex developer documentation last checked 2026-10
DevDocs Webex developer getting started last checked 2026-10
Community Webex community last checked 2026-10
SRND Cisco Collaboration design zone last checked 2026-10
RFC RFC 3261 SIP: Session Initiation Protocol last checked 2026-10
Port table IANA service name and port number registry last checked 2026-10
Port table Port reference for Webex Calling last checked 2026-10
Wikipedia Call centre (Wikipedia) last checked 2026-10
Wikipedia Interactive voice response (Wikipedia) last checked 2026-10
Release notes What's new for administrators in Webex Contact Center last checked 2026-10
Vendor doc Reporting user guide, CUIC chapter last checked 2026-10
Vendor doc CUIC user guide, Reports last checked 2026-10
Vendor doc help.webex.com article utqcm7 last checked 2026-10
Vendor doc Stock report version note last checked 2026-10
Vendor doc help.webex.com article nhy3hvdb last checked 2026-10
Vendor doc help.webex.com article py6u9h last checked 2026-10
Vendor doc CVP call flow models last checked 2026-10
Vendor doc Finesse administration guide contents last checked 2026-10

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