Free Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) Practice Questions

The steps in an email process flow are that the email is pulled in by a listener instance and written to the database, the Rules Process executes the start and scheduled workflows, and the EAAS notifies the EAMS of DOTHISWITHTASK. The other options are not steps in the email process flow.

References: [1] https://help.talend.com/reader/DU6W8U6XMBz6pjGv17JZcQ/hl6l2TqT3Fy6Ugf6U8z~GQ  [2] https://www.dynatrace.com/support/help/how-to-use-dynatrace/persistence/application-persistence/email-process-flows/

An embedded system is a computer systema combination of a computer processor [1], computer memory, and input/output peripheral devices that has a dedicated task within a larger mechanical or electrical system

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These are three report categories and templates included for ECE reporting.

• Supervisor Status: Reports that provide information about supervisor status, such as the status of supervisors and their teams.
• Service Level Agreement: Reports that provide information about service level agreements, such as the percentage of interactions that meet or exceed service level targets.
• Agent performance: Reports that provide information about agent performance, such as the number of interactions handled by each agent and the average handle time for each agent. Reference:
• Cisco UCCE Reporting Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/guide/CRS_RG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-guide_chapter_01100.html
• Cisco UCCE Reporting Administration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/administration/guide/CRS_RA_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-administration-guide_chapter_01100.html

Cisco Email and Chat Analyzer, Service Process Monitor, Service Instance Monitor, and Service Activity Monitor. The Cisco Email and Chat Analyzer is a tool used to monitor and analyze email and chat traffic. The Service Process Monitor is used to track various service processes and view the logs associated with them. The Service Instance Monitor is used to view the details for each service instance, such as the status, activity, and response time. The Service Activity Monitor is used to track the activity of the services, such as the number of inbound and outbound requests.

References: [1] https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_