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| Section | Objectives |
|---|---|
| System Administration | - User and agent configuration - Call routing and scripting basics |
| Cisco Contact Center Enterprise Architecture | - Core components overview (CUCM, CVP, UCCE) - Deployment models and system architecture |
| Troubleshooting and Monitoring | - Logging and diagnostics - Performance monitoring and fault isolation |
| Configuration and Maintenance | - Upgrades and lifecycle management - System configuration management |
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NEW QUESTION # 18
Which two CCE configuration objects can be configured from the Web Administration tool? (Choose two.)
Answer: C,E
Explanation:
In Cisco Contact Center Enterprise (CCE), the Web Administration tool provides a user-friendly interface for configuring various aspects of the contact center. The two configuration objects that can be managed using this tool are:A.Dialed Numbers:The Web Administration tool allows administrators to configure dialed numbers, which are essential for call routing and management within the contact center.B.Agents:The tool also enables the configuration of agent profiles, including their skills, availability, and other relevant settings critical for efficient call distribution and management.References:Cisco's official documentation on the Web Administration tool for CCE outlines the capabilities and configuration options available, including managing dialed numbers and agent settings.
NEW QUESTION # 19
Which two components are needed to setup RONA? (Choose two.)
Answer: B,E
Explanation:
To set up Ring No Answer (RONA) in a Cisco Contact Center Enterprise (CCE) environment, the two essential components are:B.Call Routing Logic:This involves configuring the call routing scripts or routing strategies to handle scenarios where an agent does not answer within a specified time, ensuring that the call is redirected or queued appropriately.C.System timers:These are configured to define the time duration an agent's phone rings before the call is considered unanswered (RONA). Adjusting these timers ensures that calls are managed efficiently and in a timely manner when agents are unavailable.References:Cisco's technical documentation for CCE includes sections on call routing and system configuration, which detail the setup and management of RONA settings and behaviors.
NEW QUESTION # 20
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)?
(Choose two.)
Answer: A,B
Explanation:
Contact Center KPIs measure performance and customer experience across different categories-financial, operational, and quality. Call Quality KPIs specifically focus on how well the contact center serves customers from a service perspective.
Why the Correct Answer is Right: D is correct because Customer Satisfaction is a primary Call Quality KPI- it directly measures whether the customer's need was resolved effectively and whether they had a positive experience, typically measured through post-call surveys. E is correct because Call Abandon Rate measures the percentage of callers who hang up before reaching an agent. A high abandon rate indicates poor service quality and is a universally recognized contact center quality metric.
Why Each Incorrect Answer is Wrong: A is wrong because Cost is a financial/efficiency KPI, not a Call Quality KPI-it measures operational expenditure rather than service quality. B is wrong because Productivity is an operational KPI measuring agent output, not a Call Quality measure. C is wrong because Customer Expectations is an input factor used in setting targets, not a measurable KPI metric itself. F is wrong because Average Queue Time is a service level metric, classified as operational efficiency rather than a direct Call Quality KPI.
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NEW QUESTION # 21
Which script mode is in use if the script's appearance has changed to a bright white background with black dots?
Answer: A
Explanation:
In script editing environments like Cisco's Script Editor for Unified Contact Center Enterprise (UCCE), the Monitor mode is indicated by a visual change in the script's appearance, specifically to a bright white background with black dots. This mode allows users to view real-time data and how the script is performing without making any changes to the script itself. It's a diagnostic view that helps in monitoring the script's execution in a live environment.References:Cisco Script Editor documentation provides details on the different script modes, including Monitor mode, and how they are visually represented within the editor.
NEW QUESTION # 22
Which tool can be used to verify the configuration of Basic Call settings?
Answer: D
NEW QUESTION # 23
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