Which two components must be configured for CCE to begin routing the contact and start processing the call? (Choose two.)

The correct answer is A. ICM script: The ICM script contains the routing logic and instructions that dictate how calls are D. Call type: Call types are used to categorize contacts based on their characteristics or. For CCE to begin routing the contact and start processing the call, the following components must be configured: handled and routed within the contact center environment. requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type…

Configure Call Flow and Agent Workflow

Question

Options

AICM script: The ICM script contains the routing logic and instructions that dictate how calls are
BSkill Targets
CNetwork VRU
DCall type: Call types are used to categorize contacts based on their characteristics or
EMedia routing domain

How the community answered

(33 responses)

A
85% (28)
B
3% (1)
C
3% (1)
E
9% (3)

Explanation

For CCE to begin routing the contact and start processing the call, the following components must be configured: handled and routed within the contact center environment. requirements, allowing the ICM script to apply the appropriate routing decisions based on the call type classification.

Topics

#ICM script#call type#call routing#CCE components

Community Discussion

No community discussion yet for this question.

Full 500-442 Practice