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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Describe access tools - Describe CCE components and architecture - Explain call flow - Understand Contact Center basics |
| Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Basic Calls and Agent settings | 20% | - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts - Deploy basic call settings |
| Reporting | 10% | - Utilize CUIC |
| Configuration and Implementation | 20% | - Implement precision routing - Utilize Finesse administration tool - Configure agent teams and supervisors |
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NEW QUESTION # 40
In Finesse, how are different gadgets enabled for specific team members?
Answer: C
Explanation:
Cisco Finesse uses XML-based Desktop Layout configurations to define which gadgets appear on the agent or supervisor desktop. Layouts can be customized per team, enabling different functionality for different groups of agents.
Why the Correct Answer is Right: A is correct. In Finesse, an administrator can create custom desktop layouts and assign them to specific teams through the Finesse Administration page by modifying the team's desktop layout XML. Different teams can have different gadgets-for example, a collections team may have a billing gadget while a support team has a case management gadget.
Why Each Incorrect Answer is Wrong: B is wrong because Finesse explicitly supports team-level customization of gadgets and layouts-the same layout for all users is the default, but customization per team is a core documented feature. C is wrong because agents cannot add gadgets to their own Finesse desktop- desktop customization is an administrator function requiring editing of the desktop layout XML. D is wrong because supervisors cannot directly modify gadget configurations for agents through the Finesse desktop- this requires an administrator to update the team layout.
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NEW QUESTION # 41
Which two types of scripts can be created with the Script Editor? (Choose two.)
Answer: B,C
NEW QUESTION # 42
Which two components must a script be associated with to run? (Choose two.)
Answer: A,C
Explanation:
For a script to run in a Cisco Contact Center environment, it must be associated with:D.Call Type:Call Types categorize calls based on their characteristics or how they should be handled. Associating a script with a Call Type allows the system to execute the script for calls of that category, applying the specific routing logic defined in the script.E.Dialed Number (DN):The Dialed Number is used to identify the call's intended destination or service. Associating a script with a Dialed Number allows the system to trigger the script when a call is received on that number, ensuring that calls are processed according to the routing logic defined for that DN.References:Cisco scripting and configuration documentation for Contact Center solutions detail how scripts are associated with Call Types and Dialed Numbers to control call routing and processing.
NEW QUESTION # 43
What are two possible Outbound Dialing Modes? (Choose two.]
Answer: A,E
NEW QUESTION # 44
Which two components are needed to setup RONA? (Choose two.)
Answer: A,E
NEW QUESTION # 45
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