A network engineer is configuring a new Cisco Unified Contact Center Express (UCCX) deployment. They need to ensure that agents can handle multiple types of customer interactions, including voice calls, emails, and web chat sessions, all from a single interface. Which primary UCCX component should the engineer focus on configuring to enable this unified agent desktop experience?

During a post-implementation review of a UCCX script, you notice that callers are frequently being routed to a general queue even when specific departments are open. The script uses a ‘Get Contact Info’ step to check business hours. What is the most likely reason the script isn’t branching to the correct department subflows?

You are asked to design a reporting solution for a UCCX environment where supervisors need real-time visibility into agent status, queue performance, and call details without requiring deep administrative access. Which tool provides this targeted, role-based access through a customizable web dashboard?

A manager wants agents to receive a blended mix of inbound voice calls and outbound preview dialing campaigns. In UCCX, what must be configured to allow an agent to be part of both an inbound queue and an outbound campaign simultaneously?

Consider this scenario: Your UCCX script uses a ‘Database Get Step’ to look up a customer’s account number based on their caller ID. The step executes, but the subsequent steps that use the retrieved data seem to receive empty values. You’ve confirmed the database connection and query are correct. What is a common pitfall in the script configuration that would cause this?

When troubleshooting a UCCX system where agents are not receiving calls, you check the Finesse desktop and see agents are in a state of “Not Ready.” However, supervisors insist the agents have logged in. From an infrastructure perspective, what is the primary component responsible for tracking and controlling an agent’s state within the UCCX ecosystem?

You need to configure a UCCX script to send an alert email to the IT team whenever a critical error is caught in a ‘Try-Catch’ block. Which standard step in the UCCX Editor toolbox is specifically designed for sending SMTP emails?

In planning for high availability, you are documenting the UCCX deployment. Which statement accurately describes a key requirement for a UCCX High Availability pair?

A supervisor reports that historical reports for a specific contact queue are showing significantly lower handled counts than expected. You verify that calls are being answered. What is the first place you should check in the UCCX script that routes to that queue to ensure calls are being tracked correctly?

A network engineer is configuring a new Cisco Unified Contact Center Express (UCCX) deployment. They need to ensure that agents can handle multiple types of customer interactions, including voice calls, emails, and web chat sessions, all from a single interface. Which primary UCCX component should the engineer focus on configuring to enable this unified agent desktop experience?0