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Cisco 500-445 Exam Syllabus Topics:

TopicDetails
Topic 1
  • Explain CCE Scripting for Email and Storage Management
  • Explain ECE Administration Tasks
Topic 2
  • Describe Chat Entry Points
  • ECE Chat Administration
Topic 3
  • ECE Administration and Configuration
  • Explain ECE Queues
  • Configure ECE
Topic 4
  • Explain Agent Single Sign-on for ECE
  • ECE Features and Troubleshooting
Topic 5
  • Describe ECE Report types
  • Troubleshoot ECE
  • ECE Deployment

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Cisco Implementing Cisco Contact Center Enterprise Chat and Email Sample Questions (Q52-Q57):

NEW QUESTION # 52
Which group must an email match to be transferred to any queue?

  • A. Business hour
  • B. Media class
  • C. Application path
  • D. Application instance

Answer: B

Explanation:
Emails are transferred to queues based on the Media Class that they match. A Media Class is a set of conditions that are used to match and route interactions to specific queues. Reference:
Cisco UCCE Administrator Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-administration-guide_chapter_01000.html#topic_CACD2A1C2A43 Cisco UCCE System Administration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/administration/guide/CRS_AG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-system-administration-guide_chapter_01100.html


NEW QUESTION # 53
Which four tools should be taken into consideration for Troubleshooting ECE issues? (Choose four.)

  • A. ECE LiteAgent
  • B. Service Process Monitor
  • C. Service Instance Monitor
  • D. Service Activity Monitor
  • E. Cisco Email and Chat Analyzer
  • F. ECE Agent toolkit Monitor
  • G. Activity Audit
  • H. Router Email and Chat Viewer

Answer: B,C,D,E

Explanation:
Cisco Email and Chat Analyzer, Service Process Monitor, Service Instance Monitor, and Service Activity Monitor. The Cisco Email and Chat Analyzer is a tool used to monitor and analyze email and chat traffic. The Service Process Monitor is used to track various service processes and view the logs associated with them. The Service Instance Monitor is used to view the details for each service instance, such as the status, activity, and response time. The Service Activity Monitor is used to track the activity of the services, such as the number of inbound and outbound requests.


NEW QUESTION # 54
What is the maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced?

  • A. 30 KB
  • B. 40 KB
  • C. 50 KB
  • D. 20 KB

Answer: A

Explanation:
The maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced is 30 KB. Attachments larger than 30 KB may take longer to download and could cause temporary slowness in the user interface. When sending attachments to an agent's user interface, it is recommended to keep the size of the attachment to less than 30 KB.


NEW QUESTION # 55
What are three steps in a chat process flow? (Choose three.)

  • A. The application server displays the chat to the agent with a notification.
  • B. The customer initiates a chat and hits Chat Entry Point (EP).
  • C. The agent selects chat in the gadget.
  • D. The application server checks Chat EP configuration.
  • E. EAAS Instances sends NEW_TASK message to MR PIM.
  • F. EAAS notifies EAMS of DO_THIS_WITH_TASK.

Answer: A,B,C

Explanation:
These are three steps in a chat process flow. A: The agent selects chat in the gadget to initiate a chat session. C: Once the chat session is established, the application server will display the chat to the agent and send a notification to the agent that a new chat has arrived. D: The customer initiates the chat by clicking on the chat button or link and hitting the Chat Entry Point (EP) on the website.


NEW QUESTION # 56
How is the ECC variable created for chat, inbound and outbound email activities?

  • A. User.ece task id
  • B. User.ece. .customer.name
  • C. User.ece.email id
  • D. User.ece.activity.id

Answer: D

Explanation:
ECC (Engagement Cloud Connector) variables are used to store information about a specific engagement activity, such as a chat, inbound email, or outbound email. The ECC variable for an activity would be created using the user's ECE (Engagement Cloud Engine) and the activity's ID, such as "User.ece.activity.id". It would be used to connect and retrieve the information of that specific engagement activity.


NEW QUESTION # 57
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