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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features | 10% | - Understand CCE features beyond default settings |
| Topic 2: Basic Calls and Agent Settings | 20% | - Build basic ICM scripts - Configure basic agent functionality - Configure basic call treatment - Deploy basic call settings |
| Topic 3: Configuration and Implementation | 20% | - Utilize Finesse administration tool - Configure agent teams and supervisors - Implement precision routing |
| Topic 4: Overview | 20% | - Understand Contact Center basics - Describe CCE components and architecture - Explain call flow - Describe access tools |
| Topic 5: Reporting | 10% | - Utilize Cisco Unified Intelligence Center (CUIC) |
| Topic 6: Advanced Configuration | 20% | - Configure RONA support - Implement VXML applications - Configure roles and departments |
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NEW QUESTION # 10
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Answer: C,E
NEW QUESTION # 11
What are two descriptions for the Agent Targeting Rule? (Choose two.)
Answer: C,D
Explanation:
Agent Targeting Rules (ATR) in Cisco CCE simplify the configuration required to route calls directly to agents by defining ranges of agent extensions rather than requiring individual label configurations for each agent.
Why the Correct Answer is Right: A is correct because ATR simplifies Call Routing configuration specifically for Agent PGs (not VRU PGs). By defining extension ranges, administrators avoid creating individual labels for each agent in the routing client configuration. E is correct because the core function of an ATR is to specify an Agent Extension Range (e.g., 5000-5999) and valid Routing Clients. The ICM automatically handles label routing for any agent in that range.
Why Each Incorrect Answer is Wrong: B is wrong because Mobile Agent configuration is a separate feature- ATR is not specifically for Mobile Agent configuration. C is wrong because ATR uses Agent Extension ranges, not 'Agent ID ranges,' and it does not configure Media Groups-those are separate configuration objects. D is wrong because ATR is used for Agent PGs, not VRU PGs. VRU PGs handle IVR interaction, not agent call delivery.
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NEW QUESTION # 12
What is the function of the CVP Subdialog Return element in a VXML application?
Answer: C
Explanation:
In Cisco CVP Call Studio, applications can be structured as parent-child relationships using subdialogs. The Subdialog Return element is used at the end of a subdialog (child application) to pass control and data back to the calling application.
Why the Correct Answer is Right: D is correct. The CVP Subdialog Return element populates variables that are sent back to the parent application (the calling VXML application). This allows the subdialog to return results, collected data, or status information to the parent script for continued processing. This is a standard VXML architectural pattern documented in the Cisco CVP Call Studio developer guides.
Why Each Incorrect Answer is Wrong: A is wrong because variables are not sent back to CCE through Subdialog Return-CCE receives data through ECC variables and the Send to VRU mechanism, not through this element. B is wrong because the VVB renders VXML but does not receive return variables from subdialogs as a destination entity-it executes the VXML flow. C is wrong because the VXML Gateway interprets VXML-it does not receive variables from Subdialog Return as a target; the parent application does.
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NEW QUESTION # 13
What are two channels or features supported by ECE? (Choose two.)
Answer: B,C
Explanation:
the two channels or features supported by the Cisco Enterprise Chatbot Engine (ECE) are Chat and Email.
Enterprise Chat and Email (ECE) supports multiple channels or features, including:B.Chat:ECE provides a comprehensive chat solution that allows agents to interact with customers in real-time, offering support and assistance through web chat.E.Email:ECE also supports email interactions, enabling agents to manage and respond to customer inquiries received via email, with features such as automated responses and email queuing.References:Cisco's documentation on Enterprise Chat and Email (ECE) details the supported channels and features, including chat and email capabilities for enhanced customer interaction.
NEW QUESTION # 14
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: D,F
NEW QUESTION # 15
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