Do you know that you can access more real exam questions via Premium Access? ()
How many teams can an Agent be a part of?
Answer : A
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
Answer : D, E
The purposes of Cisco Unified Intelligence Center (CUIC) include: D. Obtains data from the base solution's database, known as Data Sources: CUIC is designed to fetch and aggregate data from various data sources within the Cisco Contact Center ecosystem, such as the Historical Database (HDS), providing a foundation for comprehensive reporting and analytics. E. Customizes the visual presentation of the reports: CUIC allows users to customize reports to meet specific informational needs or preferences, including layout, data fields, and visualization options, making it a powerful tool for data analysis and decision-making. Reference: Cisco Unified Intelligence Center documentation provides extensive information on the platform's capabilities, including data integration and report customization options.
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 : C
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. Reference: 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.
In Finesse, how are different gadgets enabled for specific team members?
Answer : A
Different gadgets are enabled for specific team members in Finesse by having an administrator configure the team with a custom layout. This approach allows for the customization of the Finesse desktop interface to meet the specific needs of different teams or roles within the contact center, enhancing productivity and user experience. Reference: Cisco Finesse Administration documentation outlines how to customize the Finesse desktop for teams, including the configuration of gadgets and layouts.
What are two parts of a Single Sign-on message flow? {Choose two.)
Answer : B, D
the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse desktop with an access token.
In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include: B. IdS (Identity Service) detects the user has a valid access token: When a user attempts to access a service, the Identity Service checks if the user's access token is valid, indicating they are already authenticated. D. IdP (Identity Provider) provides a login page for authenticating the user: If the user does not have a valid access token, the Identity Provider will present a login page where the user can authenticate themselves. Reference: Cisco's documentation on SSO implementation in contact center environments details the SSO message flow, including the roles of Identity Services and Identity Providers in authenticating users.
