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| Section | Objectives |
|---|---|
| Configuration and Maintenance | - System configuration management - Upgrades and lifecycle management |
| Troubleshooting and Monitoring | - Performance monitoring and fault isolation - Logging and diagnostics |
| Cisco Contact Center Enterprise Architecture | - Deployment models and system architecture - Core components overview (CUCM, CVP, UCCE) |
| System Administration | - Call routing and scripting basics - User and agent configuration |
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NEW QUESTION # 26
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer: A,B
Explanation:
Cisco Unified Intelligence Center (CUIC) is the web-based reporting platform for Cisco contact center solutions, providing both real-time and historical reporting with customizable dashboards and data visualizations.
Why the Correct Answer is Right: D is correct because CUIC connects to defined Data Sources (such as the ADS/HDS database and CVP Reporting Server) to retrieve operational data. This data source connectivity is a core CUIC architectural component. E is correct because CUIC allows administrators and report designers to customize how reports are visually presented-adjusting columns, filters, thresholds, chart types, and dashboard layouts.
Why Each Incorrect Answer is Wrong: A is wrong because re-skilling agents (changing skill group assignments) is performed in CCE Admin or Configuration Manager, not in CUIC. CUIC is a reporting tool, not a configuration tool. B is wrong because Text-to-Voice Bot configuration is performed through CVP Call Studio or cloud AI platforms, not CUIC. C is wrong because while CUIC has role-based access, configuring APIs based on roles is not a described CUIC purpose.
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NEW QUESTION # 27
What is the goal of identifying a call type?
Answer: D
Explanation:
In Cisco CCE, a Call Type is a classification object that acts as a trigger for routing scripts. Every inbound contact is matched to a Call Type based on the Dialed Number (DN) and other criteria.
Why the Correct Answer is Right: C is correct. The Call Type's primary purpose is to map an inbound contact to the appropriate ICM Routing Script. The script then performs all decision logic-choosing skill targets, queuing, and selecting agents. Cisco documentation states Call Types are used to invoke specific routing scripts.
Why Each Incorrect Answer is Wrong: A is wrong because Skill Target selection occurs inside the routing script, not at the Call Type identification stage. B is wrong because MRD (Media Routing Domain) is determined during dialed number configuration, not by the Call Type itself. D is wrong because queue assignment is a script-level decision that happens after the Call Type invokes the script-it is a downstream consequence, not the purpose of Call Type identification.
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NEW QUESTION # 28
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: D,E
Explanation:
The Cisco CCE Web Administration (CCE Admin) tool is a browser-based interface for managing agents, teams, skill groups, and other operational objects in a CCE deployment.
Why the Correct Answer is Right: B is correct because Agents are fully configurable from the CCE Web Admin tool-administrators can create, edit, and manage agent profiles including attributes, skill groups, and desk settings. C is correct because Routing Scripts can be viewed and associated with call types via CCE Admin, and the Script Editor is accessible through this interface.
Why Each Incorrect Answer is Wrong: A is wrong because Dialed Numbers are configured through the Configuration Manager, not the Web Admin tool directly. D is wrong because Administrative Scripts are managed via the Script Editor, a separate tool. E is wrong because Deleted Objects is a utility in Configuration Manager used for purging objects, not accessible through Web Admin.
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NEW QUESTION # 29
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 # 30
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
Answer: C
Explanation:
Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls, providing valuable insights for workforce management and operational efficiency.References:Cisco Unified Contact Center Enterprise documentation, particularly sections related to Agent Desk Settings and Reason Codes, provides guidelines on configuring these settings to require agents to specify reasons for their "Not Ready" status.
NEW QUESTION # 31
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