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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 2: Basic Calls and Agent Settings | 20% | - Configure basic agent functionality - Build basic ICM scripts - Deploy basic call settings - Configure basic call treatment |
| Topic 3: Advanced Configuration | 20% | - Configure RONA support - Configure roles and departments - Implement VXML applications |
| Topic 4: Overview | 20% | - Explain call flow - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics |
| Topic 5: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Topic 6: Advanced Features | 10% | - Understand CCE features beyond default settings |
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NEW QUESTION # 52
Where should the RONA setting be positioned the highest?
Answer: B
Explanation:
The Ring No Answer (RONA) setting should be positioned the highest at the desk setting level on Unified Contact Center Enterprise (UCCE). The desk setting configures agent behavior and characteristics, including how long a call rings at an agent's desk before it is consideredunanswered (RONA). Setting RONA at the desk level ensures consistent handling of unanswered calls across agents who share the same desk settings, allowing the Contact Center to manage call distribution and agent availability effectively.References:Cisco UCCE documentation that covers agent desk settings and call routing configurations will typically discuss the importance and configuration of RONA settings.
NEW QUESTION # 53
What is the goal of identifying a call type?
Answer: C
NEW QUESTION # 54
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: A
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 # 55
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
Answer: B,C
Explanation:
The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are:B.Cisco Customer Voice Portal Reporting Server:This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal.D.Cisco Administration Server and Historical Data Server:These servers store a wide range of historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics.References:Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.
NEW QUESTION # 56
Where should the RONA setting be positioned the highest?
Answer: A
NEW QUESTION # 57
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