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Cisco 500-442 Exam Syllabus Topics:

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

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Cisco Administering Cisco Contact Center Enterprise Sample Questions (Q34-Q39):

NEW QUESTION # 34
How does Precision Queue allow callers to reach an Agent that is different from Skill groups?

A. the Weight of the attribute
B. the number of calls the agent has taken
C. Longest Available
D. the agent with the Most Attributes

Answer: A

Explanation:
Precision Queues in Cisco Contact Center solutions allow callers to reach agents based on attributes and proficiency ratings rather than just the skill group membership. The key differentiator is:B.The Weight of the attribute:Precision Queues evaluate the attributes assigned to agents, such as language proficiency or product knowledge, along with their weights. Callers are thenmatched to agents based on these weighted attributes, allowing for more granified routing decisions compared to traditional skill group-based routing.References:Cisco documentation on Contact Center routing and agent configuration explains the functionality of Precision Queues, including how attributes and their weights are used to match callers with the most suitable agents.

NEW QUESTION # 35
Which two metrics are part of the Contact Center Call Quality Key Performance Indicators (KPI)? (Choose two.)

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

Answer: B,E

NEW QUESTION # 36
Which VVB CLI command can set an individual media file to an expired state?

A. Outils VVB cache stale_cache_entry <cache_entry_url>
B. set VVB cache stale_cache_entry <cache_entry_url>
C. show set VVB cache stale_cache_entry <cache_entry_url>
D. set VVB cache stale_cache_entries

Answer: B

Explanation:
The correct Command Line Interface (CLI) command to set an individual media file to an expired state in Cisco Virtualized Voice Browser (VVB) is:D.set VVB cache stale_cache_entry <cache_entry_url>This command is used to manually mark a specific media file in the cache as stale, forcing the VVB to fetch a fresh copy of the media file the next time it is requested.References:Cisco VVB administration guides and CLI reference documents provide detailed instructions on using CLI commands, including managing cache entries.

NEW QUESTION # 37
What are the two main features of the Cisco VVB? (Choose two.)

A. allows an agent to retrieve the required information through voice commands without interacting with a customer
B. supports only one language for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
C. 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
D. provides multilingual support for Cisco VVB server prompts for Automated Speech Recognition (ASR) and Text-To-Speech (TTS) capabilities
E. allows customers to retrieve the required information through voice commands without interacting with an agent

Answer: D,E

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 # 38
Which .bat file displays the status of the VXML server and the applications running?

A. Update.bat
B. ResumeApp.bat
C. Stalus.bat
D. Deploy.bat

Answer: C

Explanation:
the Stalus.bat file will display the status of the VXML server and the applications running.
The .bat file that displays the status of the VXML server and the applications running on it is:B.Status.bat:This batch file, when executed, provides a snapshot of the current status of the VXML server, including any VXML applications that are deployed and running. It's a useful tool for administrators to quickly check the health and status of their VXML applications.References:Documentation for Cisco's Voice Browser or VXML Server typically includesinformation on utility scripts like Status.bat that help in managing and monitoring VXML applications.

NEW QUESTION # 39
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