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Cisco 500-442 Exam Syllabus Topics:

Section	Weight	Objectives
Advanced Features	10%	- Understand CCE features beyond default settings
Configuration and Implementation	20%	- Configure agent teams and supervisors - Implement precision routing - Utilize Finesse administration tool
Advanced Configuration	20%	- Implement VXML applications - Configure roles and departments - Configure RONA support
Basic Calls and Agent Settings	20%	- Build basic ICM scripts - Configure basic call treatment - Configure basic agent functionality - Deploy basic call settings
Reporting	10%	- Utilize Cisco Unified Intelligence Center (CUIC)
Overview	20%	- Explain call flow - Describe access tools - Describe CCE components and architecture - Understand Contact Center basics

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Cisco Administering Cisco Contact Center Enterprise 認定 500-442 試験問題 (Q48-Q53):

質問 # 48
Which server holds the .wav files on a UCCE environment?

A. ICM Router
B. VXMLGW
C. CVP reporting server
D. Media Server

正解：D

質問 # 49
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?

A. CVP delivers a Route Request to the ICM Central Controller.
B. ICM responds to the Route Request by running a Routing Script.
C. CVP establishes an HTTP link with theVVB(or IOS VXML Gateway), establishing the IVR Leg of the call.
D. Using a configured Dial Peer, the Ingress Gateway delivers a SIP invite message to the CVP server.

正解：C

質問 # 50
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)?
(Choose two.)

A. call abandon rate
B. customer satisfaction
C. average queue time
D. cost
E. customer expectations
F. productivity

正解：A、B

解説：
Contact Center KPIs measure performance and customer experience across different categories-financial, operational, and quality. Call Quality KPIs specifically focus on how well the contact center serves customers from a service perspective.
Why the Correct Answer is Right: D is correct because Customer Satisfaction is a primary Call Quality KPI- it directly measures whether the customer's need was resolved effectively and whether they had a positive experience, typically measured through post-call surveys. E is correct because Call Abandon Rate measures the percentage of callers who hang up before reaching an agent. A high abandon rate indicates poor service quality and is a universally recognized contact center quality metric.
Why Each Incorrect Answer is Wrong: A is wrong because Cost is a financial/efficiency KPI, not a Call Quality KPI-it measures operational expenditure rather than service quality. B is wrong because Productivity is an operational KPI measuring agent output, not a Call Quality measure. C is wrong because Customer Expectations is an input factor used in setting targets, not a measurable KPI metric itself. F is wrong because Average Queue Time is a service level metric, classified as operational efficiency rather than a direct Call Quality KPI.
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質問 # 51
How many Workflows are supported by Finesse?

A. up to 100 Workflows with 5 per Team
B. up to 200 Workflows with 20 per Team
C. up to 20 Workflows with 5 per Team
D. up to 100 Workflows with 20 per Team

正解：D

解説：
Cisco Finesse Workflows automate desktop actions triggered by call events (e.g., popping a browser URL when a call arrives). Understanding the system limits is important for large deployments with many teams requiring diverse automation rules.
Why the Correct Answer is Right: C is correct. The documented Cisco Finesse limit is up to 100 Workflows total in the system, with a maximum of 20 Workflows assignable per Team. This limit is explicitly documented in the Cisco Finesse Administration Guide and Feature and Functional Specifications document.
Why Each Incorrect Answer is Wrong: A is wrong because both 20 total workflows and 5 per team are below the actual documented limits-too restrictive for real-world enterprise deployments. B is wrong because while
100 total is correct, the per-team limit is 20, not 5. Five per team would severely restrict automation capabilities in larger deployments. D is wrong because 200 total workflows exceeds the documented maximum-the system limit is 100, not 200, regardless of the per-team allocation.
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質問 # 52
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)

A. configure Route teams and Skill targets
B. configure Agent Route Groups
C. configure Agent Desk Settings
D. configure the Administrators
E. configure Skill groups and Skill targets

正解：B、E

質問 # 53
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