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Cisco 500-442 Exam Syllabus Topics:

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

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Latest Upload Cisco Certification 500-442 Test Questions: Administering Cisco Contact Center Enterprise

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q21-Q26):

NEW QUESTION # 21
What are two purposes of Cisco Unified Intelligence Center? (Choose two.)

A. customizes the visual presentation of the reports
B. obtains data from the base solution's database, known as Data Sources
C. allows different groups of users to configure APIs based on their roles
D. automates Text to Voice Bot Configurations
E. allows agents to re-skill to a different skill group or team

Answer: B,C

NEW QUESTION # 22
Users should be associated as members of a Security Group to access Configuration Manager or Script Editor.
Where can this task be accomplished?

A. CCE Admin page
B. Active Directory
C. Configuration Manager
D. Domain Manager

Answer: A

NEW QUESTION # 23
What are the two main features of the Cisco VVB? (Choose two.)

A. allows customers to retrieve the required information through voice commands without interacting with an agent
B. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
C. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
D. allows an agent to retrieve the required information through voice commands without interacting with a customer
E. provides a more comprehensive and effective agent service by efficiently handling call traffic with self-service or fast transfer to the correct customer the first time

Answer: A,C

Explanation:
Cisco Virtualized Voice Browser (VVB) is designed to facilitate concurrent multimedia communication processing. Cisco VVB has the following features: * Facilitates self-service options such as access to check account information or user-directed call routing by processing user commands through touchtone input or speech-recognition technologies. * Allows customers to retrieve the required information through voice commands without interacting with an agent, to navigate to the correct department, or to get help from an agent. * Provides multilingual support for Cisco VVB server prompts for automated speech recognition (ASR) and text-to-speech (TTS) capabilities. * Provides more comprehensive and effective customer service by efficiently handling call traffic with self-service or fast transfer to the correct agent the first time.
https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/cisco_vvb/vvb11_6/configuration/guide/cvvb_b_ciscovvb-administration-and-configuration-guide/cvvb_b_ciscovvb-administration-and-configuration-guide_chapter_01.pdf

NEW QUESTION # 24
What are two tools an Agent Desktop Admin Role can access? (Choose two.)

A. Call Trace
B. Reason Code
C. Config Manager Tools
D. Script Editor
E. Workflow

Answer: A,B

NEW QUESTION # 25
Which two functionalities should a Contact Center typically be provided? (Choose two.)

A. Surveys
B. TCP/IP
C. Skill-Based Routing
D. Routing Protocols
E. IVR and Queuing

Answer: C,E

NEW QUESTION # 26
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