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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Reporting | 10% | - Utilize CUIC |
| Basic Calls and Agent settings | 20% | - Configure basic call treatment - Deploy basic call settings - Build basic ICM scripts - Configure basic agent functionality |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Overview | 20% | - Describe access tools - Explain call flow - Describe CCE components and architecture - Understand Contact Center basics |
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NEW QUESTION # 20
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?
Answer: B
Explanation:
Precision Queues (PQ) route calls based on agent attributes and expressions rather than static skill group membership. This allows for far more nuanced routing decisions compared to traditional skill-based routing.
Why the Correct Answer is Right: B is correct. In Precision Queues, the Weight assigned to an attribute determines routing priority among agents who meet the routing criteria. Agents with a higher attribute weight value are preferred over agents with a lower weight, allowing the system to differentiate between agents who all match the required attributes. This weighting mechanism is the key differentiator from Skill Group routing.
Why Each Incorrect Answer is Wrong: A is wrong because the number of calls taken is a historical metric and is not a Precision Queue routing selection criterion. C is wrong because simply having more attributes than another agent is not a routing selector in Precision Queues-the system uses attribute presence and weight. D is wrong because Longest Available is a selection mechanism within the agents who qualify via attribute match, not the differentiating factor that makes PQ unique from Skill Groups.
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NEW QUESTION # 21
Which two functionalities should a Contact Center typically be provided? (Choose two.)
Answer: A,B
Explanation:
A Contact Center typically needs to provide the following functionalities:A.Skill-Based Routing:This functionality allows the Contact Center to route calls to the most appropriate agent based on their skills, ensuring that customers are matched with agents who can best address their needs.C.IVR and Queuing:Interactive Voice Response (IVR) systems and queuing mechanisms are crucial for managing incoming calls, providing self-service options, and efficiently managing caller wait times until an appropriate agent is available.References:Cisco's documentation on Contact Center solutions, including Unified Contact Center Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing functionalities in providing effective customer service.
NEW QUESTION # 22
Which two steps are required to configure RONAfor CCE? (Choose two.)
Answer: C,D
NEW QUESTION # 23
Which two servers can be accessed from the Web Administration tool? (Choose two.)
Answer: A,D
NEW QUESTION # 24
Which VVB CLI command can set an individual media file to an expired state?
Answer: B
NEW QUESTION # 25
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