When is the IVR leg established in a CCE Call Flow?
In a Cisco Contact Center Enterprise (CCE) Call Flow, the IVR leg is established when the Cisco Voice Portal (CVP) establishes an HTTP link with the VVB (Virtualized Voice Browser) or an IOS VXML Gateway. This connection is crucial for delivering and executing VXML scripts, which define the IVR's logic and caller interactions. The IVR leg's establishment is a key step in the call flow, enabling the system to provide self-service options, collect caller information, and route calls based on dynamic conditions. Reference: Cisco CCE and CVP documentation provides insights into call flow processes, specifically detailing the role of the VVB and the establishment of the IVR leg.
In a CCE Call Flow, how does ICM respond to a CVP new Route Request?
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.
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)
The PTSN is responsible for routing the call to the agent. According to [5], the two primary roles of the PSTN and voice gateway in the Unified CCE solution are delivering the inbound call to the voice gateway and routing the call to the agent. The voice gateway may modify the digits presented to downstream devices, but it does not provide IVR functionality in a Contact Center deployment, nor is it responsible for routing the call to the agent.
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) include: D. Customer Satisfaction: This metric assesses the level of satisfaction that customers have with their interactions with the contact center, often measured through surveys or feedback mechanisms. E. Call Abandon Rate: This metric tracks the percentage of calls that are abandoned by callers before reaching an agent, indicating potential issues with wait times or call handling efficiency. Reference: Cisco's documentation on contact center management and KPIs often includes discussions on various metrics, including customer satisfaction and call abandon rate, highlighting their importance in assessing call quality.
What are two types of reports Cisco Unified Intelligence Center will provide? (Choose two.)
Cisco Unified Intelligence Center (CUIC) provides various types of reports to help manage and optimize contact center operations, including: B. Real-time Report: These reports provide up-to-the-minute data on contact center activity, such as current call volumes, agent status, and queue statistics, enabling immediate insights into operational performance. C. Historical Report: These reports offer in-depth analysis of past performance, including call volume trends, service level compliance, and agent performance over time, facilitating long-term planning and performance improvement. Reference: Cisco CUIC's official documentation often outlines the types of reports available, including real-time and historical reports, and their applications in contact center management.
