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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features | 10% | - Understand CCE features beyond default |
| Topic 2: Reporting | 10% | - Utilize CUIC |
| Topic 3: Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe access tools - Describe CCE components and architecture |
| Topic 4: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Topic 5: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Topic 6: Basic Calls and Agent settings | 20% | - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings - Build basic ICM scripts |
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NEW QUESTION # 54
In Finesse, how are different gadgets enabled for specific team members?
Answer: C
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 # 55
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
Answer: B
Explanation:
Precision Queues (PQ) route calls based on agent attributes and expressions rather than static skill group membership. This allows for far more nuanced routing decisions compared to traditional skill-based routing.
Why the Correct Answer is Right: B is correct. In Precision Queues, the Weight assigned to an attribute determines routing priority among agents who meet the routing criteria. Agents with a higher attribute weight value are preferred over agents with a lower weight, allowing the system to differentiate between agents who all match the required attributes. This weighting mechanism is the key differentiator from Skill Group routing.
Why Each Incorrect Answer is Wrong: A is wrong because the number of calls taken is a historical metric and is not a Precision Queue routing selection criterion. C is wrong because simply having more attributes than another agent is not a routing selector in Precision Queues-the system uses attribute presence and weight. D is wrong because Longest Available is a selection mechanism within the agents who qualify via attribute match, not the differentiating factor that makes PQ unique from Skill Groups.
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NEW QUESTION # 56
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: A,B
Explanation:
the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients.
The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes:A.Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG):By defining rules that target specific agents or groups of agents based on their extensions or other criteria, the configuration process for call routing is streamlined, making it easier to manage and maintain.E.Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing Clients:This enables precise routing decisions to be made, ensuring that calls are directed to the appropriate agents based on predefined rules and criteria.References:Cisco CCE documentation that covers Agent Targeting Rules provides detailed explanations on how these rules function and how they simplify call routing configurations.
NEW QUESTION # 57
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: A,D
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 # 58
Which two steps are involved in configuring and evaluating business in an ICM script? (Choose two.)
Answer: D,E
Explanation:
in order to configure and evaluate business hours in an ICM script, you must first configure the Business Hours under Organizational Setup > Business Hours in CCE Admin. Once the Business Hours are configured, you then need to configure an IF node in the ICM script editor, using the expression BusinessHourStatus.<Calendar Name>.BusinessHours. This expression will then evaluate to True or False depending on whether the current time falls within the configured Business Hours or not.
When configuring and evaluating business hours in an ICM script, the key steps involve:B.Configure Business Hours under Organizational Setup > Business hours in CCE Admin:This step is crucial for defining the operational hours during which certain routing decisions or scripts should be active.E.Configure an IF node in ICM script editor:The IF node in the script is used to evaluate whether the current time falls within the defined business hours. Based on this evaluation, the script can route the call differently, enable or disable certain features, or make other adjustments to call handling.References:The process of setting up business hours and incorporating them into routing scripts is detailed in Cisco's ICM scripting and administration guides.
NEW QUESTION # 59
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