Latest PDF of 500-445: Cisco Contact Center Enterprise Chat and Email (CCECE)

Cisco Contact Center Enterprise Chat and Email (CCECE) Practice Test

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500-445
Cisco Contact Center Enterprise Chat and Email (CCECE)
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Question: 153
Which activities can agents pick and pull?
A. Agents can pick chats from other agents that belong to the same set of skill groups.
B. Agents can pick chat from other agents that belong to the different skill groups.
C. Agents can pick emails from other agents that belong to the same set of skill groups.
D. Agents can pick emails from other agents that belong to the different skill groups.
Answer: A
Question: 154
What are three report categories and templates included for ECE reporting? (Choose three.)
A. Supervisor Status
B. Contact Center Trend
C. Email Survey
D. Service Level Agreement
E. Service Level Performance
F. Contact Center CCAI
G. Agent performance
Answer: B,D,G
Question: 155
Which feature is unable to be deleted or made inactive?
A. Enterprise Chat and Email
B. Unified CCE
C. Exception Queue
D. Supervisory Queues
Answer: C
Question: 156
Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose two.)
A. ECE_Default_Queue
B. ECE_activity
C. ECE_Inbound
D. ECE_Email
E. ECE_Chat
Answer: D,E
Question: 157
What are the workflow types in ECE?
A. Alarm, Inbound, Exception, Default
B. Inbound, Outbound, Alarm
C. Default, Inbound, Outbound
D. Alarm, Outbound, Inbound, Exception
Answer: A
Question: 158
What is the maximum size of an attachment to be downloaded by an agent user interface before temporary slowness
may be experienced?
A. 20 KB
B. 30 KB
C. 40 KB
D. 50 KB
Answer: C
Question: 159
What is the maximum permissible one-way network delay between Unified CCE servers and ECE servers?
A. 80 milliseconds
B. 120 milliseconds
C. 240 milliseconds
D. 300 milliseconds
Answer: B
Question: 160
Where are queue permissions automatically assigned and unable to be changed when picking, pulling, and transferring
activities?
A. EECE
B. UCCE
C. Partition
D. Service
Answer: C
Question: 161
What is the maximum value for the âMaxMessageSizeâ property to allow the total number of
characters for each chat message?
A. 800
B. 1000
C. 2000
D. 2500
Answer: C
Question: 162
What is the default value for the email media class set by the installer?
A. Email_media_class
B. Email_ ECE
C. ECE_Email
D. Cisco_email
Answer: C
Question: 163
In which two ways are chats transferred? (Choose two.)
A. Only open chat activities in which the customer has not left the chat session can be transferred.
B. Chats can be transferred to departments directly.
C. Agents can transfer the chat activities based on the Maximum Task limit setting.
D. Agents have unlimited transfers of chat activity.
E. Only one chat activity can be transferred at a time.
Answer: A,B
Question: 164
What are four best practices before starting to troubleshoot ECE issues? (Choose four.)
A. Know the ECE version and Engineer Specials installed.
B. Collect all ECE services logs.
C. Understand the physical model, be it a centralized office or branch location, as well as the VoIP protocol.
D. Restart the ECE servers.
E. Upgrade to the latest Engineer Special.
F. Understand the Deployment Model, the call-flow, the messaging flow, and the configuration.
G. Understand the customerâs intent for the flow of emails and chats.
Answer: A,B,F,G
Question: 165
Which sequence should be followed while starting ECE?
A. Services server, Message server, File server, Database server, Application server
B. No mandatory sequence is needed
C. Services server, Message server, Database server, File server, Application server
D. Services server, File server, Database server, Message server, Application server
Answer: C
Question: 166
What are two ways the agent SSO functions in the ECE/CCE environment? (Choose two.)
A. Unified CCE agents configured for SSO in Unified CCE can now access the ECE gadget in Cisco Finesse, but they
have to input their credentials.
B. SS0 allows administrators to check the status of agent and supervisor performance.
C. SS0 is not enabled by default; configuration is necessary.
D. SS0 allows agents, supervisors, and administrators to provide CCE credentials once and be authenticated across
multiple disparate applications.
E. Unified CCE agents who are not configured for SSO in Unified CCE are not allowed to access the ECE gadget
within Cisco Finesse.
Answer: A,C,D
Question: 167
What is the formula for a standardized agent count for email?
A. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each
agent / 10
B. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each
agent / 6
C. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each
agent / 20
D. Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each
agent / 4
Answer: B
Question: 168
Which two changes should be made in the calendar when changes in daylight savings occur? (Choose two.)
A. Adjust the start time and end time for all shifts.
B. Delete the existing shift label before creating a new one for daylight saving time.
C. Change the timezone at the user group level.
D. Change the timezone at the system partition level.
E. Change the timezone at the department level.
Answer: A,E
Question: 169
Which items must be configured before agents can reply to emails from customers?
A. Inbound workflows, Outbound workflows, Email aliases, Users, Queues
B. Inbound workflows, Outbound workflows, Users, Email aliases
C. Inbound workflows, Outbound workflows, Queues, DN
D. Email aliases, Inbound workflows, Users, Queues
Answer: B
Question: 170
What connects to the Media routing peripheral gateway of ICM to the ECE server?
A. web server
B. services server
C. application server
D. message server
Answer: C
Question: 171
Which information in ECE allows administrators to set up working and non-working hours and days for employees in
their department?
A. Business hours
B. Administrative script
C. Business calendars
D. Time of day
Answer: C
Question: 172
Where is the Script selector in CCE mapped in ECE?
A. Queue
B. Dialed Number
C. Workflow
D. Call Type
Answer: C
/( 48(67,216

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Cisco Contact Center Enterprise Chat and Email (CCECE) Practice Test

500-445 Exam Format | Course Contents | Course Outline | Exam Syllabus | Exam Objectives

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