Pass the Cisco CCEA 500-442 Questions and answers with CertsForce

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.

In the context of Cisco Customer Voice Portal (CVP), two default Call Studio VXML applications that could be modified are:A.CallbackEntry:This application handles the initial interaction with callers when they choose to use a callback feature, collecting necessary information and initiating the callback process.E.CallbackQueue:This application manages the queuing logic for callbacks, ensuring that callback requests are processed in an orderly manner and according to predefined rules and priorities.References:Cisco CVP and Call Studio documentation provide insights into the default VXML applications, including CallbackEntry and CallbackQueue, and how they can be customized or modified to meet specific Contact Center requirements.

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.References: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.

For CCE to begin routing the contact and start processing the call, the following components must be configured:A.ICM script:The ICM script contains the routing logic and instructions that dictate how calls are handled and routed within the contact center environment.D.Call type:Call types are used to categorize contacts based on their characteristics or requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.References:Cisco's documentation on Contact Center scripting and call type configuration provides insights into setting up these components for effective call routing and processing.

 in order to configure and evaluate business hours in an ICM script, you must first configure the Business Hours under Organizational Setup > Business Hours in CCE Admin. Once the Business Hours are configured, you then need to configure an IF node in the ICM script editor, using the expression BusinessHourStatus..BusinessHours. This expression will then evaluate to True or False depending on whether the current time falls within the configured Business Hours or not.

When configuring and evaluating business hours in an ICM script, the key steps involve:B.Configure Business Hours under Organizational Setup > Business hours in CCE Admin:This step is crucial for defining the operational hours during which certain routing decisions or scripts should be active.E.Configure an IF node in ICM script editor:The IF node in the script is used to evaluate whether the current time falls within the defined business hours. Based on this evaluation, the script can route the call differently, enable or disable certain features, or make other adjustments to call handling.References:The process of setting up business hours and incorporating them into routing scripts is detailed in Cisco's ICM scripting and administration guides.

the Finesse Server Administration page in CCE deployments allows for the configuration of both Routing Layouts and Skill-groups. Routing Layouts are used to define the layout of the contact center by specifying which agents are assigned to which skills, while Skill-groups are used to create collections of skills that can be assigned to agents. Reason Codes and Workflows can also be configured via the Finesse Server Administration page, but Routing Scripts cannot.