Administering Cisco Contact Center Enterprise (CCEA)
Last Update Nov 28, 2023
Total Questions : 59
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Which two components are needed to setup RONA? (Choose two.)
to setup RONA two components are needed: Call Routing Logic and Skill Target Configuration.
How does CUCM function in CCE?
isco Unified Communications Manager (CUCM) is used as a call agent in Cisco Unified Contact Center Express (Unified CCE) environments . In this configuration, CUCM asks ICM (the call routing application in the Unified CCE) what to do with Unified CCE calls and routes the call according to the instructions provided by the Unified CCE. The other options (B, C, and D) are not related to how CUCM functions in CCE.
1. Cisco Unified Communications Manager Version 11.0 - Retirement ...
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
customer satisfaction and call abandon rate are two of the metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI). Customer satisfaction is a measure of how satisfied customers are with the service they received, and the call abandon rate is a measure of how many calls were abandoned before the customer was connected to an agent.
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