November 26, 2022

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Administering Cisco Contact Heart Enterprise (CCEA 500-442) is a 90-minute examination related to the Unified Contact Heart Enterprise Specialization necessities for Techniques Engineers. This examination exams a candidate’s information of fundamental calls and agent settings, CCE configuration and implementation, superior configuration, superior options, and reporting.

Examination Identify: Administering Cisco Contact Heart Enterprise (CCEA)
Examination Code: 500-442 CCEA
Related certification: Unified Contact Heart Enterprise Specialization requirement for Techniques Engineers
Length: 90 minutes
Language: English

20% 1.0 Overview

1.1 Perceive Contact Heart fundamentals
1.2 Describe CCE elements and structure
1.3 Clarify name movement
1.4 Describe entry instruments

20% 2.0 Primary Calls and Agent settings

2.1 Deploy fundamental name settings
2.2 Construct fundamental ICM scripts
2.3 Configure fundamental agent performance
2.4 Configure fundamental name remedy

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20% 3.0 Configuration and Implementation

3.1 Implement precision routing
3.2 Configure agent groups and supervisors
3.3 Make the most of Finesse administration instrument

20% 4.0 Superior Configuration

4.1 Implement VXML purposes
4.2 Configure roles and departments
4.3 Configure RONA help

10% 5.0 Superior Options

5.1 Perceive CCE options past default

10% 6.0 Reporting

6.1 Make the most of CUIC

Which two metrics are a part of the Contact Heart Name High quality Key Efficiency Indicators (KPI)? (Select two.)
A.value
B.productiveness
C.buyer expectations
D.buyer satisfaction
E.name abandon fee
F.common queue time
Reply: C, E

What does Precision Routing use to find out if an agent is a part of its pool?
A.Abilities
B.Attributes
C.Expressions
D.Groups
Reply: D

Other than CVP Name Studio, what are two different elements which have a task within the VXML software’s functioning? (Select two.)
A.VRU PG
B.Unified Communications Supervisor
C.Media Server
D.Voice Browser
E.Finesse Server
Reply: B, D

What are two potential Outbound Dialing Modes? (Select two.]
A.Direct Predictive Mode
B.Preview Mode
C.Development Mode
D.Settle for Mode
E.Predictive Mode
Reply: A, B

What are two kinds of reviews Cisco Unified Intelligence Heart will present? (Select two.)
A.TCP/IP disconnect reviews
B.Actual-time Report
C.Historic Report
D.Administration Audit Report
E.Name Routing Experiences
Reply: C, D

Which two elements have to be configured for CCE to start routing the contact and begin processing the decision? (Select two.)
A.ICM script
B.Ability Targets
C.Community VRU
D.Name sort
E.Media routing area
Reply: A, D

The place ought to the RONA setting be positioned the best?
A.on CVP OPS console
B.on the cellphone in CUCM
C.on the desk setting on UCCE
D.on the script in UCCE
Reply: A

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