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| Section | Weight | Objectives |
|---|---|---|
| Overview | 20% | - Understand Contact Center basics - Describe access tools - Describe CCE components and architecture - Explain call flow |
| Reporting | 10% | - Utilize CUIC |
| Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
| Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Basic Calls and Agent settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings |
| Advanced Features | 10% | - Understand CCE features beyond default |
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NEW QUESTION # 47
What is the suggested mechanism to offer coaching to agents by supervisors?
Answer: C
Explanation:
the suggested mechanism to offer coaching to agents by supervisors is Whisper coaching. This is a feature of the Cisco Unified Contact Center Express system that allows a supervisor to provide real-time guidance and coaching to an agent while they are on a call.
The suggested mechanism to offer coaching to agents by supervisors in a Cisco Contact Center environment is D: Whisper coaching. Whisper coaching allows supervisors to speak directly to agents during a call without the customer hearing, providing real-time guidance, feedback, or support. This feature is invaluable for training purposes and for assisting agents in handling complex customer interactions.References:Cisco Finesse and Contact Center solution documentation often describe features like whisper coaching, detailing how they can be used to enhance agent performance and improve customer service quality.
NEW QUESTION # 48
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer: B,D
Explanation:
An Interactive Voice Response (IVR) system in a Contact Center environment provides several key functionalities, including:A.Access a database and provide the caller with all the needed information to complete the transaction (Self Service):This allows callers to retrieve information, perform transactions, or resolve issues without needing to speak with an agent, enhancing efficiency and caller satisfaction.E.Caller defines the reason for the call from several menu options:By interacting with IVR menu options, callers can specify the nature of their call, which helps in routing the call to the most appropriate resource or service within the contact center.References:Documentation on Cisco's IVR solutions, such as Cisco Unified Customer VoicePortal, often outlines these and other functionalities provided by IVR systems in contact center environments.
NEW QUESTION # 49
Where can the Administration Tools folder tools be found when working on the Admin Server node?
Answer: D
Explanation:
In Cisco CCE, the Administration Tools folder contains utilities like Configuration Manager, Script Editor, and other management tools. These tools are installed on specific servers depending on the deployment role assigned to each server.
Why the Correct Answer is Right: C is correct. The Administration Tools folder and its included utilities are provided by the Admin Server (Administration & Data Server) node. When working on the Admin Server node within the CCE environment, it makes available all the tools in the Administration Tools folder for managing the CCE deployment. This is consistent with Cisco CCE installation and administration documentation.
Why Each Incorrect Answer is Wrong: A is wrong because the Script Editor is not available on PG or ICM Router servers-it is installed on the Admin Server. B is wrong because the PG Server node does not provide Administration Tools-it handles peripheral communications between CUCM and the ICM Router. D is wrong because the Logger Server stores call detail records in the database but does not host the Administration Tools folder.
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NEW QUESTION # 50
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: B
Explanation:
Enabling "Require Idle Reason" in Agent Desk Settings allows this action. When this setting is enabled, agents must select a Reason Code when they change their state to "Not Ready." This helps in tracking the specific reasons why agents are not available to take calls, providing valuable insights for workforce management and operational efficiency.References:Cisco Unified Contact Center Enterprise documentation, particularly sections related to Agent Desk Settings and Reason Codes, provides guidelines on configuring these settings to require agents to specify reasons for their "Not Ready" status.
NEW QUESTION # 51
Which variable remains available to all scripts in the system until reset?
Answer: A
Explanation:
Cisco CCE scripting uses several types of variables with different scopes and lifetimes. Understanding variable persistence is critical for designing multi-script workflows where data must be preserved across script transitions.
Why the Correct Answer is Right: C is correct. User Variables (also called Persistent Variables) are system- wide variables that persist across all scripts and are not cleared when a call ends or transfers to another script.
They must be explicitly reset. This makes them ideal for tracking data across complex multi-script call flows, as documented in the Cisco ICM Scripting and Media Routing Guide.
Why Each Incorrect Answer is Wrong: A is wrong because Caller Entered Digits (CED) is populated from DNIS/IVR input and is scoped to the current call leg-it does not persist globally across scripts. B is wrong because Call Variables are associated with a specific call and are cleared when the call terminates-they do not persist globally. D is wrong because Peripheral Variables are specific to the peripheral (PG) context and are not available system-wide across all scripts.
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NEW QUESTION # 52
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