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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q14-Q19):

NEW QUESTION # 14
What is the suggested mechanism to offer coaching to agents by supervisors?

A. Desktop chat
B. TeamMessage
C. Email
D. Whisper coaching

Answer: D

Explanation:
the suggested mechanism to offer coaching to agents by supervisors is Whisper coaching. This is a feature of the Cisco Unified Contact Center Express system that allows a supervisor to provide real-time guidance and coaching to an agent while they are on a call.
The suggested mechanism to offer coaching to agents by supervisors in a Cisco Contact Center environment is D: Whisper coaching. Whisper coaching allows supervisors to speak directly to agents during a call without the customer hearing, providing real-time guidance, feedback, or support. This feature is invaluable for training purposes and for assisting agents in handling complex customer interactions.References:Cisco Finesse and Contact Center solution documentation often describe features like whisper coaching, detailing how they can be used to enhance agent performance and improve customer service quality.

NEW QUESTION # 15
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

A. productivity
B. call abandon rate
C. customer expectations
D. average queue time
E. cost
F. customer satisfaction

Answer: B,C

NEW QUESTION # 16
In a contact center, agents must select the Reason Code when they go to the "Not Ready" state. Which configuration by an administrator in Agent Desk Settings allows this action?

A. Enable "Require Logout Reason"
B. Wrap-up on Outgoing, set to Required
C. Wrap-up on Incoming, set to Required
D. Enable "Require Idle Reason"

Answer: A

NEW QUESTION # 17
How can the Extension Mobility feature be described?

A. As part of the configuration, the Device profile needs to be created in CCE and associate each Device Profile with the appropriate Agent.
B. The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones.
C. As part of the configuration, both device profiles and phones need to be added to the pg user account.
D. The Extension Mobility Cross Cluster works on phones that are located in the same Unified CM cluster.

Answer: B

Explanation:
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_5_2/ccmfeat/CUCM_BK_C3A84B33_0 The correct answer is C.The Extension Mobility feature can be described as follows1:
* The Cisco Unified CM feature that allows Agents to temporarily access their Cisco Unified IP Phone configuration, such as line appearances, services, and speed dials, from other Unified IP Phones1.
* The feature enables users to log in to any phone that supports Extension Mobility and use it as their own phone1.
* The feature supports both intra-cluster and cross-cluster scenarios, where users can log in to phones that are located within the same or different Unified CM clusters1.
The other options are incorrect because:
* Option A is incorrect because the device profile needs to be created in Unified CM, not CCE, and associated with the user, not the agent1.
* Option B is incorrect because only the device profile needs to be added to the pg user account, not the phone2.
* Option D is incorrect because the Extension Mobility Cross Cluster works on phones that are located in different Unified CM clusters, not the same cluster1.
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.References:Cisco Unified CM's official documentation provides comprehensive details on the Extension Mobility feature, including its setup, configuration, and usage.

NEW QUESTION # 18
How many Workflows are supported by Finesse?

A. up to 100 Workflows with 20 per Team
B. up to 100 Workflows with 5 per Team
C. up to 20 Workflows with 5 per Team
D. up to 200 Workflows with 20 per Team

Answer: C

NEW QUESTION # 19
......

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Eli Smith Eli Smith

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