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| Section | Objectives |
|---|---|
| System Administration | - Call routing and scripting basics - User and agent configuration |
| Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
| Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
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NEW QUESTION # 60
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
Answer: C,E
Explanation:
Cisco Unified Intelligence Center (CUIC) is the reporting engine for CCE, providing visibility into contact center performance. CUIC supports two fundamental reporting modes that serve different operational and analytical needs.
Why the Correct Answer is Right: B is correct because Real-time Reports display current operational data with near-instant refresh rates-showing active calls, agent states, queue depths, and service levels as they happen, essential for supervisors. C is correct because Historical Reports analyze data over a specified past time period-hourly, daily, weekly, or monthly-providing trend analysis and performance measurement.
Both are explicitly listed as CUIC primary capabilities in Cisco documentation.
Why Each Incorrect Answer is Wrong: A is wrong because TCP/IP disconnect reports are network-level diagnostics, not contact center operational reports provided by CUIC. D is wrong because Administration Audit Reports are provided by specialized audit logging tools, not as a primary CUIC report category. E is wrong because 'Call Routing Reports' is not a distinct CUIC report category-routing data is included within real-time and historical report categories.
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NEW QUESTION # 61
What is the goal of identifying a call type?
Answer: A
NEW QUESTION # 62
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?
Answer: D
Explanation:
Agent Desk Settings in Cisco CCE control the behavioral rules for agents on their desktop, including whether they must provide reasons when changing state. The 'Not Ready' state is also known as the 'Idle' state in CCE terminology.
Why the Correct Answer is Right: C is correct. The 'Require Idle Reason' setting, when enabled in Agent Desk Settings, forces agents to select a Reason Code before entering the Not Ready (Idle) state. This provides supervisors with visibility into why agents are unavailable. This is explicitly documented in the Cisco CCE Features Guide under Agent Desk Settings.
Why Each Incorrect Answer is Wrong: A is wrong because 'Wrap-up on Incoming, set to Required' forces agents to enter a wrap-up code after completing an inbound call-it controls post-call wrap-up, not the Not Ready state. B is wrong because 'Require Logout Reason' forces agents to provide a reason when logging out of Finesse entirely, not when going to Not Ready/Idle state. D is wrong because 'Wrap-up on Outgoing, set to Required' applies to outbound call wrap-up, not the Not Ready state transition.
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NEW QUESTION # 63
Which variable remains available to all scripts in the system until reset?
Answer: A
Explanation:
In the context of Cisco Contact Center scripting, the User variable is designed to remain available and retain its value across all scripts in the system until it is explicitly reset. User variables are typically used to store information that needs to be accessible throughout the entire call lifecycle and across different scripts, making them ideal for tracking call context, caller information, or other persistent data.References:Cisco's scripting documentation for Contact Center solutions explains the different types of variables, including the User variable, and their scopes and lifecycles within the contact center scripting environment.
NEW QUESTION # 64
Which two components are needed to setup RONA? (Choose two.)
Answer: A,B
Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.
NEW QUESTION # 65
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