What are three report categories and templates included for ECE reporting? (Choose three.)

Question

Options

• ASupervisor Status
• BContact Center Trend
• CEmail Survey
• DService Level Agreement
• EService Level Performance
• FContact Center CCAI
• GAgent performance

• A
  81% (21)
• D
  4% (1)
• E
  12% (3)
• G
  4% (1)

Explanation

ECE (Enterprise Chat and Email) reporting includes specialized categories tied to its core functions. Supervisor Status (A) is included because supervisors need real-time visibility into agents handling chat and email queues. Email Survey (C) is a native ECE feature - since ECE manages email channels, post-interaction email surveys are a built-in report category. Contact Center CCAI (F) is included because ECE integrates with Cisco's AI layer (CCAI), and AI-driven interaction reporting is part of its template set.

The distractors - Contact Center Trend (B), Service Level Agreement (D), Service Level Performance (E), and Agent Performance (G) - are standard Unified CCX/PCCE reporting categories available in the broader reporting suite, but they are not among the dedicated ECE-specific report categories and templates.

Memory tip: Think "ECE = Email, Bots (CCAI), and the Boss (Supervisor)" - Email Survey, CCAI, and Supervisor Status are the three pillars of what makes ECE reporting distinct from generic contact center reporting.

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