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What is the goal of identifying a call type?
Skill targets are used to route calls to the appropriate Agent, and the call type is used to determine which skill target should be used for the call. By correctly identifying the call type, the CCE system can ensure that the call is routed to the correct skill target and that the call is handled by the right agent.
1.Feature Configuration Guide for Cisco Unified Communications ...
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/12_5_1SU1/cucm_b_feature-configuration-guide-for-cisco1251SU1/cucm_b_
Which tool can be used to verify the configuration of Basic Call settings?
the Call Tracer tool can be used to verify the configuration of Basic Call settings. This tool allows administrators to trace the progress of a call from the time it is placed until it is routed to the correct destination.
The tool used to verify the configuration of Basic Call settings in Cisco's contact center solutions is: D. Call Tracer: Call Tracer allows administrators to trace the call flow and verify how calls are handled based on the current configuration. It's an essential tool for diagnosing and troubleshooting call processing issues and ensuring that call settings are correctly configured. Reference: Cisco's documentation on tools and utilities for contact center solutions often includes information on Call Tracer and its use in verifying call configurations and troubleshooting call flow issues.
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)
The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are: B. Cisco Customer Voice Portal Reporting Server: This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal. D. Cisco Administration Server and Historical Data Server: These servers store a wide range of historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics. Reference: Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)
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.
What is the maximum number of attributes that can be assigned to an Agent?
In Cisco Contact Center Enterprise (CCE) environments, an agent can be assigned a maximum of 50 attributes. These attributes can include skills, proficiency levels, and other characteristics that help in routing calls to the most appropriate agent based on the requirements of the incoming contact and the agent's expertise. Reference: This information is typically found in Cisco CCE documentation, particularly in sections related to agent configuration and skill management.
