500-442 · Question #37
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
The correct answer is A. Configure Skill Groups and Skill Targets: Skill groups are collections of agents with similar B. Configure Agent Desk Settings: These settings define the operational parameters for agents. To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary: skills. Skill targets are specific routing points associated with skill groups. Configuring…
Question
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)
Options
- AConfigure Skill Groups and Skill Targets: Skill groups are collections of agents with similar
- BConfigure Agent Desk Settings: These settings define the operational parameters for agents,
- Cconfigure Route teams and Skill targets
- Dconfigure Agent Route Groups
- Econfigure the Administrators
How the community answered
(36 responses)- A94% (34)
- C3% (1)
- D3% (1)
Explanation
To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary: skills. Skill targets are specific routing points associated with skill groups. Configuring these elements is essential for directing calls to the most suitable agents based on their skills. such as wrap-up time, maximum call handling time, and other agent-specific settings. These configurations are crucial for managing agent efficiency and ensuring quality customer service.
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