In Cisco Contact Center Enterprise (CCE) environments, an agent can be assigned a maximum of 50

attributes. These attributes can include skills, proficiency levels, and other characteristics that help in

routing calls to the most appropriate agent based on the requirements of the incoming contact and

the agent's expertise.

Reference: This information is typically found in Cisco CCE documentation, particularly in sections

related to agent configuration and skill management.

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.

the Agent Targeting Rule configuration simplifies the Call Routing configuration for the CCE Agent

Peripheral Gateways (PG) by allowing the configuration of Media groups by specifying the Agent id

range and valid Routing Clients. Additionally, the Agent Targeting Rule allows Call Routing to be

configured by specifying the Agent Extension range and valid Routing Clients.

The Agent Targeting Rule in Cisco Contact Center Enterprise (CCE) serves two main purposes:

A. Simplifies the Call Routing configuration for the CCE Agent Peripheral Gateways (PG): By defining

rules that target specific agents or groups of agents based on their extensions or other criteria, the

configuration process for call routing is streamlined, making it easier to manage and maintain.

E. Allows Call Routing to be configured by specifying the Agent Extension range and valid Routing

Clients: This enables precise routing decisions to be made, ensuring that calls are directed to the

appropriate agents based on predefined rules and criteria.

Reference: Cisco CCE documentation that covers Agent Targeting Rules provides detailed

explanations on how these rules function and how they simplify call routing configurations.

The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering

reports. The two primary data sources it uses are:

B. Cisco Customer Voice Portal Reporting Server: This server provides detailed information about IVR

interactions, call treatment, and self-service application usage within the Customer Voice Portal.

D. Cisco Administration Server and Historical Data Server: These servers store a wide range of

historical data related to contact center operations, including agent performance, call routing

statistics, and system utilization metrics.

Reference: Official Cisco CUIC documentation details the data sources that CUIC can access for

reporting purposes, highlighting how data from these sources is used to compile comprehensive

reports on contact center performance.

In a Cisco Contact Center Enterprise (CCE) Call Flow, after a call arrives and is held on a port on the

Ingress Gateway, the next step is typically D. Using a configured Dial Peer, the Ingress Gateway

delivers a SIP invite message to the CVP server. This step initiates the call's entry into the Cisco Voice

Portal (CVP) for further processing, which may include IVR interactions, queueing, or routing to an

agent based on the defined call routing logic.

Reference: Cisco CCE solution documentation provides detailed call flow diagrams and explanations,

illustrating how calls progress through the system from the Ingress Gateway to CVP and beyond.

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.

The purposes of Cisco Unified Intelligence Center (CUIC) include:

D. Obtains data from the base solution's database, known as Data Sources: CUIC is designed to fetch

and aggregate data from various data sources within the Cisco Contact Center ecosystem, such as the

Historical Database (HDS), providing a foundation for comprehensive reporting and analytics.

E. Customizes the visual presentation of the reports: CUIC allows users to customize reports to meet

specific informational needs or p

, including layout, data fields, and visualization options,

making it a powerful tool for data analysis and decision-making.

Reference: Cisco Unified Intelligence Center documentation provides extensive information on the

platform's capabilities, including data integration and report customization options.

Additional ICM tools are typically added through the Admin Server node. The Administration Tools

folder on the Admin Server contains various ICM configuration and management tools, including the

Script Editor, Configuration Manager, and others. By installing or configuring these tools on the

Admin Server, they become available for use in managing and configuring the ICM environment.

Reference: Cisco ICM/UCCE administrative documentation provides guidelines on setting up and

managing the ICM environment, including the addition of tools through the Admin Server.

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.

Reference: The process of setting up business hours and incorporating them into routing scripts is

detailed in Cisco's ICM scripting and administration guides.

With the Script Editor in Cisco's contact center solutions, two types of scripts that can be created are:

C. Routing Scripts: These scripts define the logic for how calls are routed within the contact center,

including decisions based on time of day, caller input, agent availability, and other factors.

E. Administrative Scripts: These scripts are used for system-wide functions that are not directly

related to call routing, such as setting system parameters, defining exception handling routines, or

managing holiday schedules.

Reference: Cisco's documentation on Script Editor and scripting in contact center solutions provides

comprehensive guides on creating and managing Routing and Administrative scripts, outlining their

purposes and functionalities.