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Where should the RONA setting be positioned the highest?
Answer : A
Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)
Answer : A, D
For CCE to begin routing the contact and start processing the call, the following components must be configured: A. ICM script: The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment. D. Call type: Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification. Reference: Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
Answer : B
In a Cisco Contact Center Enterprise (CCE) Call Flow, when ICM receives a new Route Request from CVP, the response is B. ICM responds to the Route Request by running a Routing Script. This script contains the logic that determines how the call should be routed within the contact center, which could involve sending the call to an IVR for self-service, queueing the call for an available agent, or implementing other routing decisions based on the business rules defined in the script. Reference: Cisco CCE scripting and routing documentation provides insights into how ICM processes Route Requests and the role of Routing Scripts in determining call treatment and routing.
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
Answer : A, E
An Interactive Voice Response (IVR) system in a Contact Center environment provides several key functionalities, including: A. Access a database and provide the caller with all the needed information to complete the transaction (Self Service): This allows callers to retrieve information, perform transactions, or resolve issues without needing to speak with an agent, enhancing efficiency and caller satisfaction. E. Caller defines the reason for the call from several menu options: By interacting with IVR menu options, callers can specify the nature of their call, which helps in routing the call to the most appropriate resource or service within the contact center. Reference: Documentation on Cisco's IVR solutions, such as Cisco Unified Customer Voice Portal, often outlines these and other functionalities provided by IVR systems in contact center environments.
What is the suggested mechanism to offer coaching to agents by supervisors?
Answer : D
the suggested mechanism to offer coaching to agents by supervisors is Whisper coaching. This is a feature of the Cisco Unified Contact Center Express system that allows a supervisor to provide real-time guidance and coaching to an agent while they are on a call.
The suggested mechanism to offer coaching to agents by supervisors in a Cisco Contact Center environment is D. Whisper coaching. Whisper coaching allows supervisors to speak directly to agents during a call without the customer hearing, providing real-time guidance, feedback, or support. This feature is invaluable for training purposes and for assisting agents in handling complex customer interactions. Reference: Cisco Finesse and Contact Center solution documentation often describe features like whisper coaching, detailing how they can be used to enhance agent performance and improve customer service quality.
