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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
| Basic Calls and Agent Settings | 20% | - Deploy basic call settings - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
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NEW QUESTION # 22
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
Answer: A,C
NEW QUESTION # 23
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: A,E
Explanation:
The Cisco CCE Web Administration (CCE Admin) tool is a browser-based interface for managing agents, teams, skill groups, and other operational objects in a CCE deployment.
Why the Correct Answer is Right: B is correct because Agents are fully configurable from the CCE Web Admin tool-administrators can create, edit, and manage agent profiles including attributes, skill groups, and desk settings. C is correct because Routing Scripts can be viewed and associated with call types via CCE Admin, and the Script Editor is accessible through this interface.
Why Each Incorrect Answer is Wrong: A is wrong because Dialed Numbers are configured through the Configuration Manager, not the Web Admin tool directly. D is wrong because Administrative Scripts are managed via the Script Editor, a separate tool. E is wrong because Deleted Objects is a utility in Configuration Manager used for purging objects, not accessible through Web Admin.
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NEW QUESTION # 24
Which server holds the .wav files on a UCCE environment?
Answer: D
NEW QUESTION # 25
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer: D,E
Explanation:
Cisco Unified Intelligence Center (CUIC) is the web-based reporting platform for Cisco contact center solutions, providing both real-time and historical reporting with customizable dashboards and data visualizations.
Why the Correct Answer is Right: D is correct because CUIC connects to defined Data Sources (such as the ADS/HDS database and CVP Reporting Server) to retrieve operational data. This data source connectivity is a core CUIC architectural component. E is correct because CUIC allows administrators and report designers to customize how reports are visually presented-adjusting columns, filters, thresholds, chart types, and dashboard layouts.
Why Each Incorrect Answer is Wrong: A is wrong because re-skilling agents (changing skill group assignments) is performed in CCE Admin or Configuration Manager, not in CUIC. CUIC is a reporting tool, not a configuration tool. B is wrong because Text-to-Voice Bot configuration is performed through CVP Call Studio or cloud AI platforms, not CUIC. C is wrong because while CUIC has role-based access, configuring APIs based on roles is not a described CUIC purpose.
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NEW QUESTION # 26
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
Answer: A,E
Explanation:
the Finesse Server Administration page in CCE deployments allows for the configuration of both Routing Layouts and Skill-groups. Routing Layouts are used to define the layout of the contact center by specifying which agents are assigned to which skills, while Skill-groups are used to create collections of skills that can be assigned to agents. Reason Codes and Workflows can also be configured via the Finesse Server Administration page, but Routing Scripts cannot.
NEW QUESTION # 27
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