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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 2: Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings |
| Topic 3: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 4: Overview | 20% | - Describe access tools - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics |
| Topic 5: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool |
| Topic 6: Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
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NEW QUESTION # 40
What are two default CCB VXML applications that could be modified? (Choose two.)
Answer: A,D
NEW QUESTION # 41
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: B,E
NEW QUESTION # 42
When is the IVR leg established in a CCE Call Flow?
Answer: A
NEW QUESTION # 43
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: D,E
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 # 44
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: C
Explanation:
The function of the CVP Subdialog Return element in a VXML application is to populate variables sent back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the end of a subdialog invocation to return control to the main IVR application, along with any data collected or processed during the subdialog. This mechanism allows for dynamic exchange of information between different parts of an IVR application and the broader Contact Center solution, enabling complex call flows and data-driven decision-making.References:Documentation on Cisco's VXML Server and CVP provides detailed information on how Subdialog Return elements are used within VXML applications to interface with CCE and other components of the Contact Center infrastructure.
NEW QUESTION # 45
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