In a Cisco Contact Center Enterprise (CCE) Call Flow, when ICM receives a new Route Request from CVP, the response is B. ICM responds to the Route Request by running a Routing Script. This script contains the logic that determines how the call should be routed within the contactcenter, which could involve sending the call to an IVR for self-service, queueing the call for an available agent, or implementing other routing decisions based on the business rules defined in the script.References:Cisco CCE scripting and routing documentation provides insights into how ICM processes Route Requests and the role of Routing Scripts in determining call treatment and routing.

In the context of Cisco Customer Voice Portal (CVP), two default Call Studio VXML applications that could be modified are:A.CallbackEntry:This application handles the initial interaction with callers when they choose to use a callback feature, collecting necessary information and initiating the callback process.E.CallbackQueue:This application manages the queuing logic for callbacks, ensuring that callback requests are processed in an orderly manner and according to predefined rules and priorities.References:Cisco CVP and Call Studio documentation provide insights into the default VXML applications, including CallbackEntry and CallbackQueue, and how they can be customized or modified to meet specific Contact Center requirements.

the suggested mechanism to offer coaching to agents by supervisors is Whisper coaching. This is a feature of the Cisco Unified Contact Center Express system that allows a supervisor to provide real-time guidance and coaching to an agent while they are on a call. 

The suggested mechanism to offer coaching to agents by supervisors in a Cisco Contact Center environment is D. Whisper coaching. Whisper coaching allows supervisors to speak directly to agents during a call without the customer hearing, providing real-time guidance, feedback, or support. This feature is invaluable for training purposes and for assisting agents in handling complex customer interactions.References:Cisco Finesse and Contact Center solution documentation often describe features like whisper coaching, detailing how they can be used to enhance agent performance and improve customer service quality.

the Single Sign-on message flow consists of two parts: first, the Identity Service (IdS) detects whether the user has a valid access token, and if not, the Identity Provider (IdP) provides a login page for authenticating the user. Once the user is authenticated, the browser issues a PUT of the Finesse desktop with an access token.

In a Single Sign-on (SSO) message flow for Cisco's contact center solutions, two key parts include:B.IdS (Identity Service) detects the user has a valid access token:When a user attempts to access a service, the Identity Service checks if the user's access token is valid, indicating they are already authenticated.D.IdP (Identity Provider) provides a login page for authenticating the user:If the user does not have a valid access token, the Identity Provider will present a login page where the user can authenticate themselves.References:Cisco's documentation on SSO implementation in contact center environments details the SSO message flow, including the roles of Identity Services and Identity Providers in authenticating users.

Additional ICM tools are typically added through the Admin Server node. The Administration Tools folder on the Admin Server contains various ICM configuration and management tools, including the Script Editor, Configuration Manager, and others. By installing or configuring these tools on the Admin Server, they become available for use in managing and configuring the ICM environment.References:Cisco ICM/UCCE administrative documentation provides guidelines on setting up and managing the ICM environment, including the addition of tools through the Admin Server.

Precision Queues in Cisco Contact Center solutions allow callers to reach agents based on attributes and proficiency ratings rather than just the skill group membership. The key differentiator is:B.The Weight of the attribute:Precision Queues evaluate the attributes assigned to agents, such as language proficiency or product knowledge, along with their weights. Callers are then matched to agents based on these weighted attributes, allowing for more granified routing decisions compared to traditional skill group-based routing.References:Cisco documentation on Contact Center routing and agent configuration explains the functionality of Precision Queues, including how attributes and their weights are used to match callers with the most suitable agents.