Precision Queues in Cisco Contact Center solutions allow callers to reach agents based on attributes

and proficiency ratings rather than just the skill group membership. The key differentiator is:

B. The Weight of the attribute: Precision Queues evaluate the attributes assigned to agents, such as

language proficiency or product knowledge, along with their weights. Callers are then matched to

agents based on these weighted attributes, allowing for more granified routing decisions compared

to traditional skill group-based routing.

Reference: Cisco documentation on Contact Center routing and agent configuration explains the

functionality of Precision Queues, including how attributes and their weights are used to match

callers with the most suitable agents.

A Contact Center typically needs to provide the following functionalities:

A. Skill-Based Routing: This functionality allows the Contact Center to route calls to the most

appropriate agent based on their skills, ensuring that customers are matched with agents who can

best address their needs.

C. IVR and Queuing: Interactive Voice Response (IVR) systems and queuing mechanisms are crucial

for managing incoming calls, providing self-service options, and efficiently managing caller wait

times until an appropriate agent is available.

Reference: Cisco's documentation on Contact Center solutions, including Unified Contact Center

Enterprise (UCCE), often highlights the importance of Skill-Based Routing and IVR/Queuing

functionalities in providing effective customer service.

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.

The Web Administration tool in Cisco Contact Center Enterprise environments provides access to

various servers for configuration and management tasks. The two servers that can be accessed

include:

D. CVP (Cisco Voice Portal): This tool allows for the configuration and management of CVP servers,

which are crucial for IVR and call treatment functionalities in the contact center.

E. Finesse: The tool also provides access to Finesse servers, enabling the configuration of agent

desktops, workflows, and other user interface elements.

Reference: Cisco's documentation on Web Administration tools and server management provides

insights into the servers accessible through this tool and the types of configurations and

management tasks that can be performed.

the two channels or features supported by the Cisco Enterprise Chatbot Engine (ECE) are Chat and

Email.

Enterprise Chat and Email (ECE) supports multiple channels or features, including:

B. Chat: ECE provides a comprehensive chat solution that allows agents to interact with customers in

real-time, offering support and assistance through web chat.

E. Email: ECE also supports email interactions, enabling agents to manage and respond to customer

inquiries received via email, with features such as automated responses and email queuing.

Reference: Cisco's documentation on Enterprise Chat and Email (ECE) details the supported channels

and features, including chat and email capabilities for enhanced customer interaction.