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Administering Cisco Contact Center Enterprise (CCEA)

Last Update 14 hours ago
Total Questions : 60

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Question # 1

What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)

Options:

A.  

TCP/IP disconnect reports

B.  

Real-time Report

C.  

Historical Report

D.  

Administration Audit Report

E.  

Call Routing Reports

Discussion 0
Question # 2

Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

Options:

A.  

cost

B.  

productivity

C.  

customer expectations

D.  

customer satisfaction

E.  

call abandon rate

F.  

average queue time

Discussion 0
Question # 3

Where should the RONA setting be positioned the highest?

Options:

A.  

on CVP OPS console

B.  

on the phone in CUCM

C.  

on the desk setting on UCCE

D.  

on the script in UCCE

Discussion 0
Question # 4

What are two purposes of Cisco Unified Intelligence Center? (Choose two.)

Options:

A.  

allows agents to re-skill to a different skill group or team

B.  

automates Text to Voice Bot Configurations

C.  

allows different groups of users to configure APIs based on their roles

D.  

obtains data from the base solution's database, known as Data Sources

E.  

customizes the visual presentation of the reports

Discussion 0
Question # 5

How are additional ICM Tools added?

Options:

A.  

Script Editor is available in the PG and ICM Router server.

B.  

PG Server node will add the additional tools provided in the Administration Tools folder.

C.  

Admin Server node will add the additional tools provided in the Administration Tools folder.

D.  

The Logger Server node will add the additional tools provided in the Administration Tools folder.

Discussion 0
Question # 6

How many Workflows are supported by Finesse?

Options:

A.  

up to 20 Workflows with 5 per Team

B.  

up to 100 Workflows with 5 per Team

C.  

up to 100 Workflows with 20 per Team

D.  

up to 200 Workflows with 20 per Team

Discussion 0
Question # 7

Apart from CVP Call Studio, what are two other components that have a role in the VXML application's functioning? (Choose two.)

Options:

A.  

VRU PG

B.  

Unified Communications Manager

C.  

Media Server

D.  

Voice Browser

E.  

Finesse Server

Discussion 0
Question # 8

What is the maximum number of attributes that can be assigned to an Agent?

Options:

A.  

40

B.  

50

C.  

200

D.  

500

Discussion 0
Question # 9

What does Precision Routing use to determine if an agent is part of its pool?

Options:

A.  

Skills

B.  

Attributes

C.  

Expressions

D.  

Teams

Discussion 0
Question # 10

Which two actions are Supervisors able to perform that Agents are unable to perform? (Choose two.)

Options:

A.  

view Team gadget in Finesse

B.  

answer Calls from Skill groups and PQs

C.  

CUC login

D.  

log in to CCE admin

E.  

CUCMAPI

Discussion 0
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