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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 2: Advanced Configuration | 20% | - Implement VXML applications - Configure RONA support - Configure roles and departments |
| Topic 3: Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Build basic ICM scripts - Deploy basic call settings - Configure basic call treatment |
| Topic 4: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 5: Overview | 20% | - Describe access tools - Explain call flow - Understand Contact Center basics - Describe CCE components and architecture |
| Topic 6: Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
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NEW QUESTION # 33
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: A,B
Explanation:
Supervisors have capabilities in the Cisco Contact Center environment that agents do not, including:A.View Team Gadget in Finesse:Supervisors have access to the Team Performance gadget in Cisco Finesse, allowing them to monitor the real-time performance and status of their team members, which is not typically available to agents.D.Log in to CCE Admin:Supervisors often have administrative privileges that allow them to access the Cisco Contact Center Enterprise Administration interface for configuration and management tasks, a capability not available to standard agents.References:Cisco Finesse and CCE documentation outline the roles and capabilities within the contact center platform, including the specific tools and gadgets available to supervisors versus agents.
NEW QUESTION # 34
Which communication protocol is being used between PG/Router and Live Data to generate report information?
Answer: B
Explanation:
The communication protocol used between PG/Router and Live Data for generating report information is TCP (Transmission Control Protocol). TCP is a reliable, connection-oriented protocol, ensuring the accurate and ordered delivery of report data between these components. This is crucial for the real-time and historical reporting features in Cisco Contact Center environments, where data integrity and consistency are paramount.References:Cisco's technical documentation on Live Data and its integration with the ICM infrastructure often details the communication protocols and architecture used for reporting functions.
NEW QUESTION # 35
In Finesse, how are different gadgets enabled for specific team members?
Answer: B
Explanation:
Different gadgets are enabled for specific team members in Finesse by having an administrator configure the team with a custom layout. This approach allows for the customization of the Finesse desktop interface to meet the specific needs of different teams or roles within the contact center, enhancing productivity and user experience.References:Cisco Finesse Administration documentation outlines how to customize the Finesse desktop for teams, including the configuration of gadgets and layouts.
NEW QUESTION # 36
Which two types of scripts can be created with the Script Editor? (Choose two.)
Answer: B,C
Explanation:
The Cisco ICM Script Editor is the primary tool for creating automation logic in CCE. It supports different script types that serve distinct purposes within the CCE ecosystem, from handling inbound contacts to system maintenance.
Why the Correct Answer is Right: C is correct because Routing Scripts are the primary script type created in ICM Script Editor-these scripts contain the decision logic for routing inbound contacts, queuing callers, and selecting agents. E is correct because Administrative Scripts are the second major type-triggered by system events or schedules rather than inbound contacts, used for housekeeping, variable resets, and system maintenance automation.
Why Each Incorrect Answer is Wrong: A is wrong because 'Call Flow and Call Control Scripts' is not a recognized script type in ICM Script Editor. Call flows are built using Routing Scripts. B is wrong because Call Studio Scripts are created in Cisco CVP Call Studio (a separate application for designing VXML applications), not in the ICM Script Editor. D is wrong because 'Tenant Scripts' is not a standard ICM Script Editor script type in typical CCE deployments-this terminology is more associated with multi-tenant cloud architectures.
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NEW QUESTION # 37
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
Answer: B,C
NEW QUESTION # 38
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