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Cisco 500-442 Exam Syllabus Topics:

SectionWeightObjectives
Configuration and Implementation20%- Implement precision routing
- Utilize Finesse administration tool
- Configure agent teams and supervisors
Advanced Features10%- Understand CCE features beyond default
Reporting10%- Utilize CUIC
Overview20%- Understand Contact Center basics
- Explain call flow
- Describe CCE components and architecture
- Describe access tools
Advanced Configuration20%- Implement VXML applications
- Configure RONA support
- Configure roles and departments
Basic Calls and Agent settings20%- Build basic ICM scripts
- Configure basic call treatment
- Configure basic agent functionality
- Deploy basic call settings

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q15-Q20):

NEW QUESTION # 15
Which two servers can be accessed from the Web Administration tool? (Choose two.)

Answer: B,E

Explanation:
The Cisco CCE Web Administration (SPOG - Single Pane of Glass / Web Admin) tool provides a centralized browser-based interface for managing multiple CCE components. Understanding which servers are manageable from this tool is key to efficient administration.
Why the Correct Answer is Right: D is correct because CVP servers are accessible and manageable from the CCE Web Administration tool (CVP OPS Console/SPOG). Administrators can configure CVP call settings, manage licenses, and deploy applications from this interface. E is correct because Finesse servers are accessible from the CCE Web Administration tool. Administrators can navigate to Finesse administration pages for configuring desktop layouts, workflows, and reason codes.
Why Each Incorrect Answer is Wrong: A is wrong because the Rogger (combined Router and Logger server) is managed through the Administration Tools on the Admin Server, not through the Web Administration tool.
B is wrong because the PG (Peripheral Gateway) is managed through Configuration Manager and system CLI, not the Web Administration tool. C is wrong because DCCMP is not a standard server component in CCE that would be accessed via Web Administration.
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NEW QUESTION # 16
What is the suggested mechanism to offer coaching to agents by supervisors?

Answer: B


NEW QUESTION # 17
What are two data sources the Cisco Unified Intelligence Center (CUIC) will access to fetch data to render reports? (Choose two.)

Answer: A,D

Explanation:
The Cisco Unified Intelligence Center (CUIC) accesses various data sources to fetch data for rendering reports. The two primary data sources it uses are:B.Cisco Customer Voice Portal Reporting Server:This server provides detailed information about IVR interactions, call treatment, and self-service application usage within the Customer Voice Portal.D.Cisco Administration Server and Historical Data Server:These servers store a wide range of historical data related to contact center operations, including agent performance, call routing statistics, and system utilization metrics.References:Official Cisco CUIC documentation details the data sources that CUIC can access for reporting purposes, highlighting how data from these sources is used to compile comprehensive reports on contact center performance.


NEW QUESTION # 18
What are two descriptions for the Agent Targeting Rule? (Choose two.)

Answer: B,C


NEW QUESTION # 19
In a CCE Call Flow, which step comes after the call arrives and is held on a port on the Ingress Gateway?

Answer: C


NEW QUESTION # 20
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