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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize CUIC |
| Topic 2: Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Topic 3: Basic Calls and Agent settings | 20% | - Deploy basic call settings - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment |
| Topic 4: Overview | 20% | - Explain call flow - Understand Contact Center basics - Describe access tools - Describe CCE components and architecture |
| Topic 5: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default |
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NEW QUESTION # 53
What is the suggested mechanism to offer coaching to agents by supervisors?
Answer: A
NEW QUESTION # 54
Where should the RONA setting be positioned the highest?
Answer: C
Explanation:
RONA (Redirection on No Answer) is a mechanism that redirects a call when an agent fails to answer within a configured time. Multiple components in CCE have timeout settings that interact with RONA, and they must be layered correctly.
Why the Correct Answer is Right: A is correct. The CVP OPS Console RONA timer must be set highest to serve as the ultimate safety net. If the CVP timeout fires before all other components have had a chance to handle the RONA event, the call may be dropped rather than properly re-routed. Cisco best practice documentation specifies that CVP's timer should be the largest, with CUCM phone timer intermediate, and the CCE desk setting lowest, forming a cascading failsafe.
Why Each Incorrect Answer is Wrong: B is wrong because the CUCM phone timer should be set at an intermediate value-high enough to allow CCE desk settings to trigger RONA first, but lower than CVP's timer. C is wrong because the Agent Desk Settings timer should be the lowest, firing first to initiate the RONA re-route cleanly within the scripting logic. D is wrong because script-level timers are part of the routing logic but are not the entity that needs the highest RONA timeout in the hierarchy.
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NEW QUESTION # 55
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: A
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 # 56
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer: B,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 # 57
What are two possible Outbound Dialing Modes? (Choose two.]
Answer: A,E
NEW QUESTION # 58
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