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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize CUIC |
| Topic 2: Advanced Configuration | 20% | - Configure roles and departments - Configure RONA support - Implement VXML applications |
| Topic 3: Overview | 20% | - Explain call flow - Describe CCE components and architecture - Describe access tools - Understand Contact Center basics |
| Topic 4: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Implement precision routing - Configure agent teams and supervisors |
| Topic 5: Basic Calls and Agent settings | 20% | - Deploy basic call settings - Configure basic call treatment - Configure basic agent functionality - Build basic ICM scripts |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default |
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NEW QUESTION # 37
What are two channels or features supported by ECE? (Choose two.)
Answer: C,D
Explanation:
Cisco Enterprise Chat and Email (ECE) is the multichannel contact center solution that extends CCE beyond voice to handle digital customer interactions, routing them through the same CCE infrastructure as voice calls.
Why the Correct Answer is Right: B is correct because Chat is a primary channel supported by ECE. ECE enables web chat interactions where customers connect with agents through a chat widget on a website. Chat conversations are routed through CCE and handled by agents in the Finesse desktop. E is correct because Email is the other primary channel supported by ECE. ECE provides email management capabilities- inbound emails are queued, routed to appropriate agents, and tracked within the CCE environment with full reporting.
Why Each Incorrect Answer is Wrong: A is wrong because 'TSMS' is not a standard channel supported by Cisco ECE and is not a recognized digital channel designation in Cisco CCE documentation. C is wrong because Courtesy Callback is a CVP feature (not an ECE channel) that allows voice callers to request a callback instead of holding. D is wrong because while 'Callback' as a generic concept exists, it is not an ECE channel-ECE specifically handles Chat, Email, and related web-based digital interactions.
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NEW QUESTION # 38
Which tool can be used to verify the configuration of Basic Call settings?
Answer: B
NEW QUESTION # 39
In Finesse, how are different gadgets enabled for specific team members?
Answer: C
NEW QUESTION # 40
Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)
Answer: A,C
Explanation:
Supervisors have capabilities in the Cisco Contact Center environment that agents do not, including:A.View Team Gadget in Finesse:Supervisors have access to the Team Performance gadget in Cisco Finesse, allowing them to monitor the real-time performance and status of their team members, which is not typically available to agents.D.Log in to CCE Admin:Supervisors often have administrative privileges that allow them to access the Cisco Contact Center Enterprise Administration interface for configuration and management tasks, a capability not available to standard agents.References:Cisco Finesse and CCE documentation outline the roles and capabilities within the contact center platform, including the specific tools and gadgets available to supervisors versus agents.
NEW QUESTION # 41
Which two types of scripts can be created with the Script Editor? (Choose two.)
Answer: A,B
NEW QUESTION # 42
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