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| Section | Weight | Objectives |
|---|---|---|
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Overview | 20% | - Describe access tools - Explain call flow - Understand Contact Center basics - Describe CCE components and architecture |
| Basic Calls and Agent Settings | 20% | - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings - Build basic ICM scripts |
| Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Advanced Features | 10% | - Understand CCE features beyond default settings |
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NEW QUESTION # 15
Which tool can be used to verify the configuration of Basic Call settings?
Answer: B
NEW QUESTION # 16
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)
Answer: B,C
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 # 17
In Finesse, how are different gadgets enabled for specific team members?
Answer: B
Explanation:
Different gadgets are enabled for specific team members in Finesse by having an administrator configure the team with a custom layout. This approach allows for the customization of the Finesse desktop interface to meet the specific needs of different teams or roles within the contact center, enhancing productivity and user experience.References:Cisco Finesse Administration documentation outlines how to customize the Finesse desktop for teams, including the configuration of gadgets and layouts.
NEW QUESTION # 18
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?
Answer: D
Explanation:
In a Cisco Contact Center Enterprise (CCE) Call Flow, after a call arrives and is held on a port on the Ingress Gateway, the next step is typically D. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server. This step initiates the call's entry into the Cisco Voice Portal (CVP) for further processing, which may include IVR interactions, queueing, or routing to an agent based on the defined call routing logic.References:Cisco CCE solution documentation provides detailed call flow diagrams and explanations, illustrating how calls progress through the system from the Ingress Gateway to CVP and beyond.
NEW QUESTION # 19
What are two possible Outbound Dialing Modes?
Answer: C,D
Explanation:
Cisco CCE Outbound Option provides automated outbound calling capabilities. Different dialing modes offer varying levels of automation and agent involvement in the outbound call process.
Why the Correct Answer is Right: B is correct because Preview Mode is a standard outbound dialing mode where the agent receives the customer record and can review it before the system places the outbound call.
The agent has control to accept, skip, or reject the record. E is correct because Predictive Mode is an automated dialing mode where the outbound dialer predicts agent availability and automatically places calls ahead of agents becoming free, maximizing agent talk time. Both are documented in Cisco Outbound Option guides.
Why Each Incorrect Answer is Wrong: A is wrong because 'Direct Predictive Mode' is not a named outbound dialing mode in Cisco documentation-standard modes are Preview, Progressive, Predictive, and Direct Preview. C is wrong because 'Progression Mode' is not a standard Cisco outbound dialing mode name-the correct term is 'Progressive Mode.' D is wrong because 'Accept Mode' is not a recognized Cisco Outbound Option dialing mode designation.
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NEW QUESTION # 20
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