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| Section | Objectives |
|---|---|
| Agent and Supervisor Features | - Desktop Functions
|
| Script Development | - Editor and Workflow
|
| Cisco Unified Contact Center Express Architecture | - Solution Overview
|
| Application Configuration | - Contact Center Applications
|
| Installation and Initial Configuration | - Platform Setup
|
| Reporting and Monitoring | - Historical and Real-Time Reporting
|
| Troubleshooting and Maintenance | - System Support
|
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