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| Section | Objectives |
|---|---|
| Topic 1: Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| Topic 2: Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
| Topic 3: Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
| Topic 4: System Administration | - Call routing and scripting basics - User and agent configuration |
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NEW QUESTION # 45
Which two types of scripts can be created with the Script Editor? (Choose two.)
Answer: B,E
NEW QUESTION # 46
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: A,C
Explanation:
Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) include:D.Customer Satisfaction:This metric assesses the level of satisfaction that customers have with their interactions with the contact center, often measured through surveys or feedback mechanisms.E.Call Abandon Rate:This metric tracks the percentage of calls that are abandoned by callers before reaching an agent, indicating potential issues with wait times or call handling efficiency.References:Cisco's documentation on contact center management and KPIs often includes discussions on various metrics, including customer satisfaction and call abandon rate, highlighting their importance in assessing call quality.
NEW QUESTION # 47
What value is used for Variable REQUERY_NO ANSWER?
Answer: A
Explanation:
The value used for VariableREQUERY_NO_ANSWERis A. 1. This variable is typically used in scripting to handle situations where a requery is necessary due to no answer conditions. Setting this variable to 1 enables specific routing behaviors or actions in response to no answer scenarios, improving call handling and routing efficiency.References:Cisco's Scripting and Configuration documentation for Contact Center solutions often includes information on system variables likeREQUERY_NO_ANSWER, detailing their usage and impact on call routing logic.
NEW QUESTION # 48
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
Answer: D,E
NEW QUESTION # 49
How many teams can an Agent be a part of?
Answer: A
Explanation:
Teams in Cisco CCE group agents under a supervisor for management, reporting, and Finesse workflow assignment purposes. The team assignment is a fundamental organizational unit that affects desktop configuration and supervisor visibility.
Why the Correct Answer is Right: A is correct. In Cisco CCE, an agent can belong to only one team at a time.
This is a hard system constraint documented in the Cisco CCE Configuration Guide. The one-team-per-agent rule ensures clear supervisor responsibility and proper team-based reporting. Team assignment determines which Finesse desktop layout and workflows an agent receives.
Why Each Incorrect Answer is Wrong: B is wrong because agents cannot be assigned to two teams simultaneously in CCE. While supervisors can manage multiple teams, agents are limited to one. C is wrong because three teams per agent is not supported-this would create conflicts in supervisor hierarchy and desktop layout assignment. D is wrong because unlimited team membership is not supported. The single-team constraint is by design to maintain clean organizational hierarchy, accurate team-level reports, and unambiguous Finesse configuration delivery.
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NEW QUESTION # 50
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