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Cisco 642-165 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Agent and Supervisor Desktop Configuration | - Cisco Agent Desktop (CAD) configuration - Agent skills and team configuration - Call distribution and queues |
| Topic 2: Troubleshooting and Maintenance | - System logs and diagnostics - Common deployment issues - Performance monitoring |
| Topic 3: Call Routing and Scripting | - IVR design and call treatment - Call flows and triggers - Cisco Unified CCX Editor scripting basics |
| Topic 4: UCCX Architecture and Components | - Cisco Unified Contact Center Express system architecture - High availability and redundancy concepts - Integration with Cisco Unified Communications Manager (CUCM) |
| Topic 5: Installation and Initial Configuration | - Licensing and service activation - Basic system configuration - UCCX installation process and prerequisites |
| Topic 6: Reporting and Monitoring | - Supervisor dashboards and analytics - Historical reporting - Real-time monitoring tools |
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