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| Section | Weight | Objectives |
|---|---|---|
| Advanced Configuration | 20% | - Configure roles and departments - Implement VXML applications - Configure RONA support |
| Reporting | 10% | - Utilize CUIC |
| Configuration and Implementation | 20% | - Configure agent teams and supervisors - Utilize Finesse administration tool - Implement precision routing |
| Advanced Features | 10% | - Understand CCE features beyond default |
| Overview | 20% | - Describe CCE components and architecture - Understand Contact Center basics - Explain call flow - Describe access tools |
| Basic Calls and Agent settings | 20% | - Deploy basic call settings - Configure basic call treatment - Build basic ICM scripts - Configure basic agent functionality |
競争がますます激しいIT業種では、Ciscoの500-442試験の認定は欠くことができない認証です。最も早い時間でCiscoの500-442認定試験に合格したいなら、JPNTestのCiscoの500-442試験トレーニング資料を利用すればいいです。もしうちの学習教材を購入した後、試験に不合格になる場合は、私たちが全額返金することを保証いたします。
質問 # 37
Which two components must a script be associated with to run? (Choose two.)
正解：C、D
質問 # 38
What are the two main features of the Cisco VVB? (Choose two.)
正解：B、C
解説：
The Cisco Virtualized Voice Browser (VVB) is a software-based IVR platform that delivers self-service capabilities, rendering VXML applications and interfacing with ASR/TTS engines so callers can interact through speech.
Why the Correct Answer is Right: A is correct because VVB supports multilingual ASR/TTS, enabling prompts and recognition in multiple languages, which is a core design feature documented in the Cisco VVB Administration Guide. E is correct because the primary purpose of VVB is to empower customers to self- serve via voice-retrieving account info, routing themselves, or completing transactions without live agents.
Why Each Incorrect Answer is Wrong: B is wrong because agents do not retrieve information via VVB voice commands-VVB is customer-facing. C is wrong because VVB explicitly supports multiple languages, not just one. D is wrong because efficient call traffic routing describes the ICM/CVP layer, not VVB's core feature set.
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質問 # 39
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)?
(Choose two.)
正解：A、D
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 # 40
How many teams can an Agent be a part of?
正解：B
解説：
Teams in Cisco CCE group agents under a supervisor for management, reporting, and Finesse workflow assignment purposes. The team assignment is a fundamental organizational unit that affects desktop configuration and supervisor visibility.
Why the Correct Answer is Right: A is correct. In Cisco CCE, an agent can belong to only one team at a time.
This is a hard system constraint documented in the Cisco CCE Configuration Guide. The one-team-per-agent rule ensures clear supervisor responsibility and proper team-based reporting. Team assignment determines which Finesse desktop layout and workflows an agent receives.
Why Each Incorrect Answer is Wrong: B is wrong because agents cannot be assigned to two teams simultaneously in CCE. While supervisors can manage multiple teams, agents are limited to one. C is wrong because three teams per agent is not supported-this would create conflicts in supervisor hierarchy and desktop layout assignment. D is wrong because unlimited team membership is not supported. The single-team constraint is by design to maintain clean organizational hierarchy, accurate team-level reports, and unambiguous Finesse configuration delivery.
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質問 # 41
Which two components are needed to setup RONA? (Choose two.)
正解：B、C
質問 # 42
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500-442日本語版試験解答: https://www.jpntest.com/shiken/500-442-mondaishu
P.S.JPNTestがGoogle Driveで共有している無料の2026 Cisco 500-442ダンプ：https://drive.google.com/open?id=1FpmKwc3lw0l5DqSsq_HnKuZggeNnyV8b