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NEW QUESTION 38
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

• A. cost
• B. call abandon rate
• C. customer satisfaction
• D. productivity
• E. average queue time
• F. customer expectations

Answer: B,F

NEW QUESTION 39
What is the maximum number of attributes that can be assigned to an Agent?

• A. 0
• B. 1
• C. 2
• D. 3

Answer: D

NEW QUESTION 40
What are two default CCB VXML applications that could be modified? (Choose two.)

• A. cvp_ccb-vxml.tcl
• B. BillingQueue
• C. Callback Engine
• D. CallbackQueue
• E. CallbackEntry

Answer: A,E

NEW QUESTION 41
What are the two primary roles of the PSTN and voice gateway in the Unified CCE solution? (Choose two.)

• A. The voice gateway provides IVR functionality in a Contact Center deployment.
• B. The voice gateway may modify the digits presented to downstream devices.
• C. The PTSN is responsible for routing the call to the agent.
• D. The PSTN is responsible for delivering the inbound call to a voice gateway.
• E. The voice gateway is responsible for routing the call to the agent.

Answer: B,D

NEW QUESTION 42
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