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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 PCCE deployment models that support the Avaya ACD Integration? (Choose two.)
the two PCCE deployment models that support the Avaya ACD Integration are DPCCE 12K and DPCCE 4K. DPCCE 12K is a distributed PCCE deployment model that supports up to 12,000 agents, while DPCCE 4K is a distributed PCCE deployment model that supports up to 4,000 agents.
The two PCCE (Packaged Contact Center Enterprise) deployment models that support the Avaya Automatic Call Distributor (ACD) Integration are: B. DPCCE 12K: This model, designed for larger deployments, supports integration with various third-party ACDs, including Avaya, allowing for a seamless connection and call routing between systems. D. DPCCE 4K: Similar to the 12K model but designed for smaller scale deployments, this model also supports integration with Avaya ACDs, providing flexibility in connecting Cisco's contact center solutions with Avaya's call distribution systems. Reference: Cisco's documentation on PCCE deployment models and third-party ACD integration provides insights into the capabilities and compatibilities of different deployment options, including those that support Avaya ACD integration.
Which two specifications are supported by the Cisco CVP Server for encoding and formatting? (Choose two.)
Which two functionalities provide an Interactive Voice Response system (IVR) in a Contact Center environment? (Choose two.)
An Interactive Voice Response (IVR) system in a Contact Center environment provides several key functionalities, including: A. Access a database and provide the caller with all the needed information to complete the transaction (Self Service): This allows callers to retrieve information, perform transactions, or resolve issues without needing to speak with an agent, enhancing efficiency and caller satisfaction. E. Caller defines the reason for the call from several menu options: By interacting with IVR menu options, callers can specify the nature of their call, which helps in routing the call to the most appropriate resource or service within the contact center. Reference: Documentation on Cisco's IVR solutions, such as Cisco Unified Customer Voice Portal, often outlines these and other functionalities provided by IVR systems in contact center environments.
How can the Extension Mobility feature be described?
The correct answer is C. The Extension Mobility feature can be described as follows1:
The other options are incorrect because:
Extension Mobility is a feature of Cisco Unified Communications Manager (CM) that allows users to temporarily access their personal phone settings, such as line appearances, services, and speed dials, on different Cisco Unified IP Phones. This feature is particularly useful in environments where users change workspaces frequently or share workspaces with others. Reference: Cisco Unified CM's official documentation provides comprehensive details on the Extension Mobility feature, including its setup, configuration, and usage.
