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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Topic 2: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 3: Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
| Topic 4: Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings |
| Topic 5: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 6: Overview | 20% | - Understand Contact Center basics - Describe access tools - Explain call flow - Describe CCE components and architecture |
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NEW QUESTION # 46
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: A,B
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 # 47
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?
Answer: C
NEW QUESTION # 48
Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)
Answer: C,D
Explanation:
A complete VXML application ecosystem requires more than the Call Studio development environment. The application must be rendered by a voice browser and served audio from a media source during runtime execution.
Why the Correct Answer is Right: C is correct because the Media Server hosts the .wav audio prompt files that the VXML application references. When the VXML application instructs audio playback, the Voice Browser fetches the file from the Media Server via HTTP. Without the Media Server, audio prompts cannot be delivered. D is correct because the Voice Browser (VVB or IOS VXML Gateway) is the runtime engine that executes the VXML application-it interprets the VXML markup, plays audio, collects DTMF or speech input, and reports results back to CVP.
Why Each Incorrect Answer is Wrong: A is wrong because the VRU PG manages the interface between CVP and ICM for routing decisions-it is not directly involved in VXML application execution. B is wrong because CUCM handles call signaling and agent phones-it does not participate in VXML application functioning. E is wrong because Finesse is the agent/supervisor desktop application and has no role in VXML application execution.
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NEW QUESTION # 49
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)
Answer: C,D
Explanation:
To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary:A.Configure Skill Groups and Skill Targets:Skill groups are collections of agents with similar skills. Skill targets are specific routing points associated with skill groups. Configuring these elements is essential for directing calls to the most suitable agents based on their skills.B.Configure Agent Desk Settings:These settings define the operational parameters for agents, such as wrap-up time, maximum call handling time, and other agent-specific settings. These configurations are crucial for managing agent efficiency and ensuring quality customer service.References:Cisco CCE and ICM configuration guides provide detailed instructions on setting up these components to ensure efficient agent functionality and optimal call routing within the contact center.
NEW QUESTION # 50
In CCE deployments, which two configuration tasks can be performed via the Finesse Server Administration page? {Choose two.)
Answer: A,B
NEW QUESTION # 51
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