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Which variable remains available to all scripts in the system until reset?
Which user role must be assigned to the ToExtVXML variable in the ICM script?
What are two parts of a Single Sign-on message flow? {Choose two.)
the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse desktop with an access token.
In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include: B. IdS (Identity Service) detects the user has a valid access token: When a user attempts to access a service, the Identity Service checks if the user's access token is valid, indicating they are already authenticated. D. IdP (Identity Provider) provides a login page for authenticating the user: If the user does not have a valid access token, the Identity Provider will present a login page where the user can authenticate themselves. Reference: Cisco's documentation on SSO implementation in contact center environments details the SSO message flow, including the roles of Identity Services and Identity Providers in authenticating users.
What is the function of the CVP Subdialog Return element in a VXML application?
The function of the CVP Subdialog Return element in a VXML application is to populate variables sent back to Cisco Contact Center Enterprise (CCE) from the VXML application. This element is used at the end of a subdialog invocation to return control to the main IVR application, along with any data collected or processed during the subdialog. This mechanism allows for dynamic exchange of information between different parts of an IVR application and the broader Contact Center solution, enabling complex call flows and data-driven decision-making. Reference: Documentation on Cisco's VXML Server and CVP provides detailed information on how Subdialog Return elements are used within VXML applications to interface with CCE and other components of the Contact Center infrastructure.
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.
