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| Certification Vendor: | Cisco |
|---|---|
| Exam Name: | Administering Cisco Contact Center Enterprise |
| Exam Number: | 500-442 |
| Exam Duration: | 90 minutes |
| Available Languages: | English |
| Exam Format: | Multiple choice, Simulations, Drag and drop |
| Real Exam Qty: | 45-55 |
| Related Certifications: | Cisco Certified Specialist - Collaboration Applications |
| Passing Score: | Variable (approx. 750-850 / 1000) |
| Exam Price: | $300 USD |
| Certificate Validity Period: | 3 years |
| Recommended Training: | Administering Cisco Contact Center Enterprise (CCEA) Understanding Cisco Contact Center Enterprise Foundations (CCEF) |
| Exam Registration: | Pearson VUE |
| Sample Questions: | Cisco 500-442 Sample Questions |
| Exam Way: | Online proctored or onsite at Pearson VUE test centers |
| Pre Condition: | No mandatory prerequisites; recommended knowledge: basic networking, Windows Active Directory, SQL, Unified Communications Manager, voice gateways |
| Official Syllabus URL: | https://www.cisco.com/c/en/us/training-events/training-certifications/exams/current-list/administering-cisco-contact-center-enterprise-ccea.html |
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Cisco 500-442 exam consists of multiple-choice questions that test the candidate's ability to apply their knowledge to real-world scenarios. 500-442 exam is designed to ensure that candidates have a deep understanding of the concepts and technologies involved in contact center administration. 500-442 Exam also tests the candidate's ability to troubleshoot and resolve issues that may arise in a contact center environment.
NEW QUESTION # 15
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)
Answer: A,F
Explanation:
Two metrics that are part of the Contact Center Call Quality Key Performance Indicators (KPI) include:D.Customer Satisfaction:This metric assesses the level of satisfaction that customers have with their interactions with the contact center, often measured through surveys or feedback mechanisms.E.Call Abandon Rate:This metric tracks the percentage of calls that are abandoned by callers before reaching an agent, indicating potential issues with wait times or call handling efficiency.References:Cisco's documentation on contact center management and KPIs often includes discussions on various metrics, including customer satisfaction and call abandon rate, highlighting their importance in assessing call quality.
NEW QUESTION # 16
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor. Where can this task be accomplished?
Answer: A
Explanation:
Cisco CCE uses Windows Active Directory for user authentication and security group membership to control access to administrative tools like Configuration Manager and Script Editor.
Why the Correct Answer is Right: C is correct. Security group membership for CCE tool access is managed directly in Active Directory (AD). The CCE installer creates specific AD security groups (e.g., UCCEConfig, UCCEScript) during installation. Administrators add user accounts to these AD security groups to grant access to Configuration Manager, Script Editor, and other CCE tools. This is documented in the Cisco CCE Installation Guide.
Why Each Incorrect Answer is Wrong: A is wrong because CCE Admin page manages CCE operational objects (agents, teams, skill groups) but does not control Windows Active Directory security group membership for tool access. B is wrong because Domain Manager is not a standard CCE component-it is not the interface used to manage AD security group membership. D is wrong because Configuration Manager itself requires the user to already have appropriate AD group membership before they can access it-it cannot be used to grant access to itself.
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NEW QUESTION # 17
What are two possible Outbound Dialing Modes? (Choose two.]
Answer: C,D
NEW QUESTION # 18
Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment?
(Choose two.)
Answer: A,B
Explanation:
To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary:A.Configure Skill Groups and Skill Targets:Skill groups are collections of agents with similar skills. Skill targets are specific routing points associated with skill groups. Configuring these elements is essential for directing calls to the most suitable agents based on their skills.B.Configure Agent Desk Settings:These settings define the operational parameters for agents, such as wrap-up time, maximum call handling time, and other agent-specific settings. These configurations are crucial for managing agent efficiency and ensuring quality customer service.References:Cisco CCE and ICM configuration guides provide detailed instructions on setting up these components to ensure efficient agent functionality and optimal call routing within the contact center.
NEW QUESTION # 19
Which two components are needed to setup RONA? (Choose two.)
Answer: A,B
Explanation:
RONA (Redirection on No Answer) requires both the intelligence to know when to redirect (timing) and the logic to determine where to redirect the call (routing). Both elements must be configured for RONA to function properly.
Why the Correct Answer is Right: B is correct because Call Routing Logic (ICM scripting) is essential for RONA. The script must contain conditional logic to detect the RONA re-query event and determine the new routing destination. C is correct because System Timers define when RONA is triggered. If the phone is not answered within the timer threshold, RONA fires. Timers must be configured at multiple layers (desk settings, CUCM, CVP) to function correctly.
Why Each Incorrect Answer is Wrong: A is wrong because Agent Permission Levels are about what agents can do in the system-they have no bearing on the RONA mechanism. D is wrong because while Skill Targets are part of the broader routing configuration, they are not specifically a RONA setup component- RONA works with existing routing targets already configured. E is wrong because Attribute Settings relate to Precision Routing configuration, not to RONA setup specifically.
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NEW QUESTION # 20
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