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| Section | Objectives |
|---|---|
| System Administration | - Call routing and scripting basics - User and agent configuration |
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
| Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
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NEW QUESTION # 33
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)?
(Choose two.)
Answer: B,E
Explanation:
Contact Center KPIs measure performance and customer experience across different categories-financial, operational, and quality. Call Quality KPIs specifically focus on how well the contact center serves customers from a service perspective.
Why the Correct Answer is Right: D is correct because Customer Satisfaction is a primary Call Quality KPI- it directly measures whether the customer's need was resolved effectively and whether they had a positive experience, typically measured through post-call surveys. E is correct because Call Abandon Rate measures the percentage of callers who hang up before reaching an agent. A high abandon rate indicates poor service quality and is a universally recognized contact center quality metric.
Why Each Incorrect Answer is Wrong: A is wrong because Cost is a financial/efficiency KPI, not a Call Quality KPI-it measures operational expenditure rather than service quality. B is wrong because Productivity is an operational KPI measuring agent output, not a Call Quality measure. C is wrong because Customer Expectations is an input factor used in setting targets, not a measurable KPI metric itself. F is wrong because Average Queue Time is a service level metric, classified as operational efficiency rather than a direct Call Quality KPI.
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NEW QUESTION # 34
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: A,E
Explanation:
Supervisors in Cisco CCE have elevated capabilities compared to agents. The Finesse desktop and CCE Admin present supervisor-exclusive features that agents cannot access, enabling team management and oversight.
Why the Correct Answer is Right: A is correct because the Team gadget in Finesse is a supervisor-exclusive feature that displays all agents on the supervisor's team-their states, current calls, and performance metrics.
Regular agents do not have this gadget in their Finesse desktop layout. D is correct because Supervisors can log in to CCE Admin to access team management functions, supervisor reports, and team data. Agents have no CCE Admin access.
Why Each Incorrect Answer is Wrong: B is wrong because both agents and supervisors can answer calls from Skill Groups and Precision Queues when logged in and available-answering calls is not supervisor- exclusive. C is wrong because CUC (Cisco Unity Connection) login for voicemail is available to any user with a CUC account, not supervisor-exclusive. E is wrong because CUCM API access is a developer
/administrator function, not a Finesse role-based capability difference between agents and supervisors.
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NEW QUESTION # 35
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: A,E
Explanation:
Supervisors in Cisco CCE have elevated capabilities compared to agents-they can monitor calls, barge in, view team reports, and send team messages. Proper configuration is required to grant these privileges within both the directory and CCE itself.
Why the Correct Answer is Right: C is correct because CCE uses Active Directory for user authentication. A Supervisor must have an AD account associated with the appropriate CCE security groups to access supervisor tools and CCE Admin. D is correct because in the Agent/Supervisor configuration in CCE Admin, the 'Is Supervisor' checkbox must be enabled. This flag grants supervisor-level permissions in Finesse and CCE, enabling team monitoring, barge-in, and the supervisor team gadget.
Why Each Incorrect Answer is Wrong: A is wrong because while supervisors are typically associated with teams, being assigned to 'only one' team is not a configuration requirement for setting up supervisor access. B is wrong because supervisors do not need to be directly assigned to Skill Groups or Precision Queues as a configuration requirement-this is relevant to agents. E is wrong because assigning to a Precision Queue is not a required step specifically for supervisor configuration.
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NEW QUESTION # 36
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: B,D
NEW QUESTION # 37
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: C
NEW QUESTION # 38
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