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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe CCE components and architecture - Describe access tools |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Deploy basic call settings - Configure basic agent functionality - Configure basic call treatment |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
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NEW QUESTION # 26
What are two PCCE deployment models that support the Avaya ACD Integration? (Choose two.)
Answer: D,E
NEW QUESTION # 27
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: C,D
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 # 28
Which two role types have access to CUIC reporting objects maintained through a system of Roles and Permissions? (Choose two.)
Answer: A,E
NEW QUESTION # 29
How many clusters of Finesse will a single PG support?
Answer: C
NEW QUESTION # 30
What are two parts of a Single Sign-on message flow? {Choose two.)
Answer: A,D
Explanation:
the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse desktop with an access token.
In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include:B.IdS (Identity Service) detects the user has a valid access token:When a user attempts to access a service, the Identity Service checks if the user's access token is valid, indicating they are already authenticated.D.IdP (Identity Provider) provides a login page for authenticating the user:If the user does not have a valid access token, the Identity Provider will present a login page where the user can authenticate themselves.References:Cisco's documentation on SSO implementation in contact center environments details the SSO message flow, including the roles of Identity Services and Identity Providers in authenticating users.
NEW QUESTION # 31
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