Refer to the exhibit. Which includes three inbound call flows with their respective average handle times. The deployment includes Cisco Unified Contact Center Enterprise, Cisco Unified Customer Voice Portal, Cisco Unified Communication Manager, and Cisco Unified Border Element. The customer…
Which statement about using agent targeting rules in Cisco Unified Contact Center Enterprise is true? A. Agent device targets must be created for each phone that is used by an agent. B. Agent labels must be created for each routing…
Which Cisco Unified Customer Voice Portal Call Studio scripts are allowed to be modified for the Courtesy Callback feature? A. BillingQueue, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait B. Billing, Callback Engine, CallbackEntry, CallbackQueue, CallbackWait C. BillingQueue, Callback Engine, CallbackEntry, CallbackBilling, CallbackWait…
In Cisco Finesse, which two workflow action types can be configured via the administration page? (Choose two.) A. Agent Notification B. Browser Pop C. Timer Action D. HTTP Request E. Run Macro
Refer to the exhibit. In a Cisco Finesse 10.0(x) deployment, in Supervisor Gadget under the Queue Statistics pane, which option describes what the Other column represents? A. number of agents assigned to the queue who are on inbound calls B.…
In Cisco Finesse 10.0(x), a supervisor has the capability to Monitor, Intercept, and Barge an agent call. Under which condition can a supervisor successfully intercept the call? A. after a supervisor has started monitoring a call B. after a supervisor…
Which four functional limitations are Whisper Announcements subject to? (Choose four.) A. Announcements do not play for outbound calls made by an agent. B. For a Whisper Announcement to work with agent-to-agent calls, use the SendToVRU or TranslationRouteToVRU node after…
The Cisco Finesse in a Cisco Unified Contact Center Enterprise deployment includes the Tomcat service. Which three applications does the Tomcat service contain? (Choose three.) A. Finesse desktop application B. Finesse REST API C. Finesse VXML applications D. Finesse HTTP…
The Cisco Finesse supervisor features extend the agent desktop with additional gadgets. Which three additional features are provided? (Choose three.) A. team performance gadget to view agent status B. queue statistics gadget to view queue (skill group) statistics for the…
Which three statements about Courtesy Callback are true? (Choose three.) A. Courtesy Callback reduces the time callers have to wait in a queue. B. Courtesy Callback enables Cisco Unified Communication Manager to offer callers (who meet your criteria) the option…