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| Section | Weight | Objectives |
|---|---|---|
| Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Build basic ICM scripts - Deploy basic call settings - Configure basic agent functionality |
| Advanced Configuration | 20% | - Implement VXML applications - Configure roles and departments - Configure RONA support |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Overview | 20% | - Understand Contact Center basics - Describe CCE components and architecture - Explain call flow - Describe access tools |
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NEW QUESTION # 31
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
Answer: C,D
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting engine for CCE, providing visibility into contact center performance. CUIC supports two fundamental reporting modes that serve different operational and analytical needs.
Why the Correct Answer is Right: B is correct because Real-time Reports display current operational data with near-instant refresh rates-showing active calls, agent states, queue depths, and service levels as they happen, essential for supervisors. C is correct because Historical Reports analyze data over a specified past time period-hourly, daily, weekly, or monthly-providing trend analysis and performance measurement.
Both are explicitly listed as CUIC primary capabilities in Cisco documentation.
Why Each Incorrect Answer is Wrong: A is wrong because TCP/IP disconnect reports are network-level diagnostics, not contact center operational reports provided by CUIC. D is wrong because Administration Audit Reports are provided by specialized audit logging tools, not as a primary CUIC report category. E is wrong because 'Call Routing Reports' is not a distinct CUIC report category-routing data is included within real-time and historical report categories.
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NEW QUESTION # 32
Which two components are needed to setup RONA? (Choose two.)
Answer: C,D
NEW QUESTION # 33
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: B,E
Explanation:
The Cisco CCE Web Administration (SPOG - Single Pane of Glass / Web Admin) tool provides a centralized browser-based interface for managing multiple CCE components. Understanding which servers are manageable from this tool is key to efficient administration.
Why the Correct Answer is Right: D is correct because CVP servers are accessible and manageable from the CCE Web Administration tool (CVP OPS Console/SPOG). Administrators can configure CVP call settings, manage licenses, and deploy applications from this interface. E is correct because Finesse servers are accessible from the CCE Web Administration tool. Administrators can navigate to Finesse administration pages for configuring desktop layouts, workflows, and reason codes.
Why Each Incorrect Answer is Wrong: A is wrong because the Rogger (combined Router and Logger server) is managed through the Administration Tools on the Admin Server, not through the Web Administration tool.
B is wrong because the PG (Peripheral Gateway) is managed through Configuration Manager and system CLI, not the Web Administration tool. C is wrong because DCCMP is not a standard server component in CCE that would be accessed via Web Administration.
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NEW QUESTION # 34
Which two steps are required to configure a Supervisor? (Choose two.)
Answer: A,D
NEW QUESTION # 35
Which .bat file displays the status of the VXML server and the applications running?
Answer: A
NEW QUESTION # 36
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