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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Configuration and Implementation | 20% | - Implement precision routing - Configure agent teams and supervisors - Utilize Finesse administration tool |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings |
| Overview | 20% | - Explain call flow - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics |
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NEW QUESTION # 25
What is the maximum number of attributes that can be assigned to an Agent?
Answer: D
NEW QUESTION # 26
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 # 27
Where should the RONA setting be positioned the highest?
Answer: B
Explanation:
RONA (Redirection on No Answer) is a mechanism that redirects a call when an agent fails to answer within a configured time. Multiple components in CCE have timeout settings that interact with RONA, and they must be layered correctly.
Why the Correct Answer is Right: A is correct. The CVP OPS Console RONA timer must be set highest to serve as the ultimate safety net. If the CVP timeout fires before all other components have had a chance to handle the RONA event, the call may be dropped rather than properly re-routed. Cisco best practice documentation specifies that CVP's timer should be the largest, with CUCM phone timer intermediate, and the CCE desk setting lowest, forming a cascading failsafe.
Why Each Incorrect Answer is Wrong: B is wrong because the CUCM phone timer should be set at an intermediate value-high enough to allow CCE desk settings to trigger RONA first, but lower than CVP's timer. C is wrong because the Agent Desk Settings timer should be the lowest, firing first to initiate the RONA re-route cleanly within the scripting logic. D is wrong because script-level timers are part of the routing logic but are not the entity that needs the highest RONA timeout in the hierarchy.
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NEW QUESTION # 28
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: C,F
Explanation:
Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) include:D.Customer Satisfaction:This metric assesses the level of satisfaction that customers have with their interactions with the contact center, often measured through surveys or feedback mechanisms.E.Call Abandon Rate:This metric tracks the percentage of calls that are abandoned by callers before reaching an agent, indicating potential issues with wait times or call handling efficiency.References:Cisco's documentation on contact center management and KPIs often includes discussions on various metrics, including customer satisfaction and call abandon rate, highlighting their importance in assessing call quality.
NEW QUESTION # 29
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: D,E
Explanation:
C: make sure the Supervisor has an Active Directory Account: The Supervisor must have an Active Directory (AD) account in order to be able to log in to the Cisco Finesse web interface and manage the contact center operations.
D: ensure that "Is Supervisor" is checked: The Supervisor role must be assigned to the AD account. This can be done by navigating to the Cisco Unified Contact Center Enterprise Administration page and searching for the Supervisor's account. Once located, the "Is Supervisor" checkbox must be checked to give the account the necessary permissions to manage the contact center.
NEW QUESTION # 30
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