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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Topic 2: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Topic 3: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 4: Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Configure basic agent functionality - Configure basic call treatment - Build basic ICM scripts |
| Topic 5: Overview | 20% | - Explain call flow - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics |
| Topic 6: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
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NEW QUESTION # 22
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: B,E
NEW QUESTION # 23
Which .bat file displays the status of the VXML server and the applications running?
Answer: A
NEW QUESTION # 24
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
Answer: B,C
NEW QUESTION # 25
Which two components must be configured for CCE to begin routing the contact and start processing the call?
(Choose two.)
Answer: D,E
Explanation:
For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.
NEW QUESTION # 26
What are two tools an Agent Desktop Admin Role can access? (Choose two.)
Answer: C,E
Explanation:
the Agent Desktop Admin Role can access the Script Editor tool and the Config Manager Tools. The Script Editor tool allows agents to customize their scripts, while the Config Manager Tools allow administrators to manage their configuration settings across multiple devices.
An Agent Desktop Admin Role in Cisco's contact center solutions can access the following two tools:C.Reason Code:This tool allows the desktop admin to configure and manage the reason codes that agents can use to indicate their status (e.g., not ready, wrap-up). It's crucial for tracking and managing agent availability and productivity.D.Workflow:This tool enables the desktop admin to define and manage workflows on the agent desktop, which can automate tasks, present specific call-related information, or trigger alerts based on predefined conditions.References:Cisco Finesse documentation, which covers agent desktop customization and administration, provides details on the tools and capabilities available to desktop administrators, including reason codes and workflows.
NEW QUESTION # 27
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