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| Section | Weight | Objectives |
|---|---|---|
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Deploy basic call settings - Configure basic call treatment - Build basic ICM scripts |
| Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe access tools - Describe CCE components and architecture |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
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NEW QUESTION # 50
What is the suggested mechanism to offer coaching to agents by supervisors?
Answer: C
NEW QUESTION # 51
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: C,D
Explanation:
The Web Administration tool in Cisco Contact Center Enterprise environments provides access to various servers for configuration and management tasks. The two servers that can be accessed include:D.CVP (Cisco Voice Portal):This tool allows for the configuration and management of CVP servers, which are crucial for IVR and call treatment functionalities in the contact center.E.Finesse:The tool also provides access to Finesse servers, enabling the configuration of agent desktops, workflows, and other user interface elements.References:Cisco's documentation on Web Administration tools and server management provides insights into the servers accessible through this tool and the types of configurations and management tasks that can be performed.
NEW QUESTION # 52
In Finesse, how are different gadgets enabled for specific team members?
Answer: B
Explanation:
Cisco Finesse uses XML-based Desktop Layout configurations to define which gadgets appear on the agent or supervisor desktop. Layouts can be customized per team, enabling different functionality for different groups of agents.
Why the Correct Answer is Right: A is correct. In Finesse, an administrator can create custom desktop layouts and assign them to specific teams through the Finesse Administration page by modifying the team's desktop layout XML. Different teams can have different gadgets-for example, a collections team may have a billing gadget while a support team has a case management gadget.
Why Each Incorrect Answer is Wrong: B is wrong because Finesse explicitly supports team-level customization of gadgets and layouts-the same layout for all users is the default, but customization per team is a core documented feature. C is wrong because agents cannot add gadgets to their own Finesse desktop- desktop customization is an administrator function requiring editing of the desktop layout XML. D is wrong because supervisors cannot directly modify gadget configurations for agents through the Finesse desktop- this requires an administrator to update the team layout.
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NEW QUESTION # 53
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: A
NEW QUESTION # 54
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: D,E
Explanation:
In Cisco Contact Center Enterprise (CCE), the Web Administration tool provides a user-friendly interface for configuring various aspects of the contact center. The two configuration objects that can be managed using this tool are:A.Dialed Numbers:The Web Administration tool allows administrators to configure dialed numbers, which are essential for call routing and management within the contact center.B.Agents:The tool also enables the configuration of agent profiles, including their skills, availability, and other relevant settings critical for efficient call distribution and management.References:Cisco's official documentation on the Web Administration tool for CCE outlines the capabilities and configuration options available, including managing dialed numbers and agent settings.
NEW QUESTION # 55
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