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