These are three report categories and templates included for ECE reporting.

Supervisor Status: Reports that provide information about supervisor status, such as the status of supervisors and their teams.

Service Level Agreement: Reports that provide information about service level agreements, such as the percentage of interactions that meet or exceed service level targets.

Agent performance: Reports that provide information about agent performance, such as the number of interactions handled by each agent and the average handle time for each agent. Reference:

Cisco UCCE Reporting Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/guide/CRS_RG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-guide_chapter_01100.html

Cisco UCCE Reporting Administration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/administration/guide/CRS_RA_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-administration-guide_chapter_01100.html

E. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server: CUIC needs to access the ECE Reporting server ' s eGReportsDB to retrieve data and perform reporting. A SQL user with db_user rights to the eGReportsDB is needed to allow CUIC to access and read the data.

F. Mixed mode authentication must be enabled on the CUIC publisher: CUIC and ECE use different authentication methods, in order for CUIC to communicate with ECE, mixed mode authentication must be enabled on the CUIC publisher. This allows CUIC to use both Windows and SQL Server authentication to connect to ECE.

ECC (Engagement Cloud Connector) variables are used to store information about a specific engagement activity, such as a chat, inbound email, or outbound email. The ECC variable for an activity would be created using the user ' s ECE (Engagement Cloud Engine) and the activity ' s ID, such as " User.ece.activity.id " . It would be used to connect and retrieve the information of that specific engagement activity.

ICM router, logger, and admin workstation are components of Cisco Unified Contact Center Enterprise (UCCE) that must be installed and available before Enterprise Chat and Email can be installed. CTI server is also a required component of UCCE and must be installed and available before Enterprise Chat and Email can be installed.

References: [1]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/user/guide/uccx_b_user-guide-cisco-unified-contact-center-express-106/uccx_b_user-guide-cisco-unified-contact-center-express-106_chapter_01110.html  [2]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/installation/guide/uccx_b_installation-

Enterprise Chat and Email (ECE) is a Cisco product that allows customers to communicate with a business through various channels such as chat, email, social media, and other digital channels.

Before installing Enterprise Chat and Email, two items in UCCE need to be installed and available for use:

C. ICM router, logger, admin workstation: ICM (Intelligent Contact Manager) is a Cisco product that routes and manages customer interactions across multiple channels such as voice, email, chat, and social media. ICM router, logger, and admin workstation are the components of ICM that are required for Enterprise Chat and Email to function properly.

E. CTI server: CTI (Computer Telephony Integration) server is a component of UCCE that integrates telephony and computer systems to provide advanced call control and call management functionality. The CTI server is responsible for integrating the Enterprise Chat and Email with the phone system.

Emails are transferred to queues based on the Media Class that they match. A Media Class is a set of conditions that are used to match and route interactions to specific queues. Reference:

Cisco UCCE Administrator Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-administration-guide_chapter_01000.html#topic_CACD2A1C2A43

Cisco UCCE System Administration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-system-administration-guide_chapter_01100.html

The minimum required network bandwidth for an agent connecting to the ECE servers at login is 384 kilobits/second or higher. The other options are not correct.

References: [1]  https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/ececa/network-bandwidth-requirements.html  [2]  https://docs.oracle.com/en/cloud/paas/enterprise-chatbot/ececa/network-bandwidth-considerations.html

Dynamic Expected Wait Time Variable is a product that allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed. It allows for the display of expected wait times, wait position, and wait time updates based on the current call volume. This helps to provide customers with a better experience by keeping them informed of their wait times and wait position.

References: [1]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/configuration/guide/cec_b_crs-express-configuration-guide-cec/cec_b_crs-express-configuration-guide-cec_chapter_01100.html  [2]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_5/configuration/guide/cec_b_crs-express-configuration-guide-cec

The default frequency value of the Enterprise Chat and Email (ECE) Monitors notification is 60 seconds. This notification is used to notify the user of any changes in the status of their chat sessions, such as when a customer starts a chat, or when a customer ends a chat session.

References: [1]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html  [2]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide.html

In Enterprise Chat and Email (ECE), the Agent, Supervisor, and Administrator user objects are mapped in Cisco Unified Contact Center Enterprise (UCCE). This allows UCCE to access the data and information associated with ECE users and use it for reporting and analytics.

References: [1]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide-cec_chapter_01.html  [2]  https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat/enterprise_chat_admin_guide/cec_b_enterprise-chat-admin-guide-cec/cec_b_enterprise-chat-admin-guide.html

A. The web server can be installed outside the firewall, as long as it has access to the necessary ports to communicate with the application server and other components of the system. B. Installing web server components on a separate VM can help to improve security and performance by isolating the web server from the rest of the system.

You can refer to the following URLs for more details: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise-chat-and-email/11_5_1/installation/guide/Cisco_Enterprise_Chat_and_Email_Installation_Guide_11_5_1/Cisco_Enterprise_Chat_and_Email_Installation_Guide_11_5_1_chapter_01.html