Enterprise Chat and Email (ECE) supports four types of workflows: Alarm, Outbound, Inbound, and Exception. Alarm workflows are used to alert agents when they receive a customer message. Outbound workflows are used to initiate conversations with customers. Inbound workflows are used to handle incoming customer messages. Exception workflows are used to handle customer messages that require additional attention.
Question 7
Which group must an email match to be transferred to any queue?
Correct Answer: A
Question 8
Where is the Script selector in CCE mapped in ECE?
Correct Answer: D
In Cisco Enterprise Chat and Email (ECE), Script selector in CCE is mapped to the call type. A call type is a category of interactions, such as chat, email, or voice, that are handled differently in the contact center. Each call type can be associated with a script that contains the instructions that should be executed in order to handle the interactions for that call type.
Question 9
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)
Correct Answer: A,B,F,G
Before starting to troubleshoot ECE issues, it is important to know the ECE version and Engineer Specials installed, collect all ECE services logs, understand the Deployment Model, the call-flow, the messaging flow, and the configuration, and understand the customer's intent for the flow of emails and chats. Restarting the ECE servers and upgrading to the latest Engineer Special may be necessary in some cases, but are not always the best practices.
Question 10
Which sequence should be followed while starting ECE?
