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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Overview | 20% | - Understand Contact Center basics - Describe access tools - Explain call flow - Describe CCE components and architecture |
| Reporting | 10% | - Utilize CUIC |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality |
| Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
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NEW QUESTION # 33
Which variable remains available to all scripts in the system until reset?
Answer: B
Explanation:
In the context of Cisco Contact Center scripting, the User variable is designed to remain available and retain its value across all scripts in the system until it is explicitly reset. User variables are typically used to store information that needs to be accessible throughout the entire call lifecycle and across different scripts, making them ideal for tracking call context, caller information, or other persistent data.References:Cisco's scripting documentation for Contact Center solutions explains the different types of variables, including the User variable, and their scopes and lifecycles within the contact center scripting environment.
NEW QUESTION # 34
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)?
(Choose two.)
Answer: B,C
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 # 35
Which tool can be used to verify the configuration of Basic Call settings?
Answer: A
NEW QUESTION # 36
What does Precision Routing use to determine if an agent is part of its pool?
Answer: B
NEW QUESTION # 37
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer: D
NEW QUESTION # 38
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