Which two key tasks must be completed in ICM to enable basic agent functionality in...

In Cisco CCE, ICM (Intelligent Contact Management) is the routing brain. Before agents can receive calls, several configuration objects must be established to define agent competencies and behavior.

Why the Correct Answer is Right: A is correct because Skill Groups define the competencies an agent possesses (billing, technical support), and Skill Targets link agents to those groups—without this, the ICM routing script has no agent pool to select from. B is correct because Agent Desk Settings define how an agent interacts with the desktop, including wrap-up timers, reason codes, and auto-answer behavior—these must be configured and assigned for proper functionality.

Why Each Incorrect Answer is Wrong: C is wrong because Route Teams are a CCE construct but not a prerequisite for basic agent functionality. D is wrong because Agent Route Groups relate to routing logic groupings but are not among the primary prerequisites for basic agent operation. E is wrong because while administrators need accounts, configuring administrators is not an ICM task enabling agent functionality.

────────────────────────────────────────────────────────────────────────────────