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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Overview | 20% | - Explain call flow - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
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NEW QUESTION # 35
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
Answer: B,E
NEW QUESTION # 36
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: C,E
NEW QUESTION # 37
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
Answer: A,D
Explanation:
Cisco Unified Intelligence Center (CUIC) provides various types of reports to help manage and optimize contact center operations, including:B.Real-time Report:These reports provide up-to-the-minute data on contact center activity, such as current call volumes, agent status, and queue statistics, enabling immediate insights into operational performance.C.Historical Report:These reports offer in-depth analysis of past performance, including callvolume trends, service level compliance, and agent performance over time, facilitating long-term planning and performance improvement.References:Cisco CUIC's official documentation often outlines the types of reports available, including real-time and historical reports, and their applications in contact center management.
NEW QUESTION # 38
Where should the RONA setting be positioned the highest?
Answer: A
NEW QUESTION # 39
Deploying a VXML application is a two-step process. The first step is deploying the projects to a local archive (.zip file using the Deploy option in Call Studio). The second part of the project deployment uses SPOG to transfer the .zip file to the VXML Server(s). Which option in SPOG will be utilized to transfer these zip files to VXML Server(s)?
Answer: A
NEW QUESTION # 40
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