[Mar-2023] 500-445 Certification with Actual Questions from UpdateDumps
Updated 500-445 Dumps PDF - 500-445 Real Valid Brain Dumps With 58 Questions!
NEW QUESTION 17
Which group must an email match to be transferred to any queue?
- A. Application instance
- B. Application path
- C. Media class
- D. Business hour
Answer: B
NEW QUESTION 18
What are three steps in an email process flow? (Choose three.)
- A. Rules Process executes the start and scheduled workflows.
- B. Email is pulled in by retriever instance and written to the database.
- C. Email is pulled in by listener instance and written to the database.
- D. MR PIM returns DO_THIS_WITH_TASK to EAAS with AgentID.
- E. EAAS notifies EAMS of DO_THIS_WITH_TASK.
- F. EAAS Instances sends NEW_TASK message to MR PIM.
Answer: B,C,E
NEW QUESTION 19
What is the limit of concurrent agents per application server?
- A. 0
- B. 1
- C. 2
- D. 3
Answer: B
NEW QUESTION 20
How is Chat Watchdog Interval used?
- A. to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it
- B. to control the time interval after which a chat activity is tagged as abandoned if it could not be assigned to an agent
- C. to control the time interval after which a chat activity is tagged as abandoned if it could not get any response from UCCE
- D. to control the time interval after which a chat activity is tagged as abandoned if it could not be routed to UCCE
Answer: A
Explanation:
Chat Watchdog Interval is used to control the time interval after which a chat activity is tagged as abandoned if an agent could not accept it. The purpose of the Chat Watchdog Interval is to ensure that a customer's chat request is not left unattended for an extended period of time. If an agent is not available to accept the chat within the specified time period, the chat activity will be marked as abandoned. This allows the system to route the chat to another agent or take other appropriate actions to ensure that the customer's needs are met in a timely manner.
NEW QUESTION 21
What are three report categories and templates included for ECE reporting? (Choose three.)
- A. Contact Center CCAI
- B. Contact Center Trend
- C. Email Survey
- D. Supervisor Status
- E. Service Level Agreement
- F. Agent performance
- G. Service Level Performance
Answer: A,D,E
Explanation:
These are three report categories and templates included for ECE reporting.
Supervisor Status: Reports that provide information about supervisor status, such as the status of supervisors and their teams.
Service Level Agreement: Reports that provide information about service level agreements, such as the percentage of interactions that meet or exceed service level targets.
Agent performance: Reports that provide information about agent performance, such as the number of interactions handled by each agent and the average handle time for each agent. Reference:
Cisco UCCE Reporting Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/guide/CRS_RG_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-guide_chapter_01100.html Cisco UCCE Reporting Administration Guide: https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_10_6/reporting/administration/guide/CRS_RA_BK_R1064C0_00_cisco-unified-contact-center-enterprise-reporting-administration-guide_chapter_01100.html
NEW QUESTION 22
Which three configuration requirements are necessary to implement Agent Single Sign-on in the ECE/CCE environment? (Choose three.)
- A. SS0 is enabled by default; no configuration is necessary.
- B. The SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations.
- C. CCE scripting for chat and email needs to be configured before configuring ECE SSO.
- D. SS0 for CCE is enabled by default, so no configuration is needed in CCE before agent SSO for ECE works.
- E. ECE should be integrated with PCCE and the SPOG.
- F. $S0 for CCE needs to be configured before agent SSO for ECE will work.
Answer: B,E,F
Explanation:
In order to implement Agent Single Sign-on in the ECE/CCE environment, the SSL certificate must be imported to ECE application servers for Unified CCE installations or the ECE server for Packaged CCE installations. Additionally, ECE should be integrated with PCCE and the SPOG, and SS0 for CCE needs to be configured before agent SSO for ECE will work.
NEW QUESTION 23
Which two integration tasks are needed to get CUIC to communicate with ECE? (Choose two.)
- A. Create a SQL User with db_datareader rights to the eGReportsDB on the ECE Reporting server.
- B. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server.
- C. Single-mode authentication must be enabled on the ECE Reporting server.
- D. Mixed mode authentication must be enabled on the ECE Reporting server.
- E. Mixed mode authentication must be enabled on the CUIC publisher.
- F. Create a SQL User with db_user rights to the eGsideDB on the ECE Reporting server.
Answer: B,E
Explanation:
1. Create a SQL User with db_user rights to the eGReportsDB on the ECE Reporting server: CUIC needs to access the ECE Reporting server's eGReportsDB to retrieve data and perform reporting. A SQL user with db_user rights to the eGReportsDB is needed to allow CUIC to access and read the data.
2. Mixed mode authentication must be enabled on the CUIC publisher: CUIC and ECE use different authentication methods, in order for CUIC to communicate with ECE, mixed mode authentication must be enabled on the CUIC publisher. This allows CUIC to use both Windows and SQL Server authentication to connect to ECE.
NEW QUESTION 24
What is the maximum size of an attachment to be downloaded by an agent user interface before temporary slowness may be experienced?
- A. 20 KB
- B. 40 KB
- C. 50 KB
- D. 30 KB
Answer: D
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 25
Which server on WXM communicates with ECE, and what TCP port is used for the HTTPS connections with cloud connect services?
- A. Application server, 8445
- B. Web server, 8443
- C. Database server, 1433
- D. Services server, 15097
Answer: B
Explanation:
The Web server on the WXM (Web Experience Manager) platform is responsible for communicating with Enterprise Chat and Email (ECE) and uses TCP port 8443 for HTTPS connections with cloud connect services. This port is the relevant port for ECE communication and must be open on the firewall for ECE to function correctly.
Reference:
In WXM (Webex Experience Management), the web server communicates with ECE (Enterprise Chat and Email) and the HTTPS connections with cloud connect services are made using TCP port 8443.
The Web server is responsible for handling the incoming web traffic, such as customer chat and email requests, and forwarding them to the appropriate ECE workflow.
TCP port 8443 is a commonly used port for HTTPS connections and is the default port for HTTPS traffic. This port is used for secure communication between the WXM web server and ECE, and other cloud connect services.
NEW QUESTION 26
How long before incoming activities coming to aliases, for which there are no workflows configured, are moved to the exception queue?
- A. 120 minutes
- B. 24 hours
- C. 60 minutes
- D. 240 minutes
Answer: C
NEW QUESTION 27
Which product allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed?
- A. Call variable on email/chat gadget
- B. Dynamic Expanded Call Context Variable
- C. Dynamic Run Application Script Request
- D. Dynamic Expected Wait Time Variable
Answer: D
Explanation:
Dynamic Expected Wait Time Variable is a product that allows wait messages to be displayed with dynamic text to customers while chat and call requests are processed. It allows for the display of expected wait times, wait position, and wait time updates based on the current call volume. This helps to provide customers with a better experience by keeping them informed of their wait times and wait position.
NEW QUESTION 28
When does the workflow assignment service publish a message to the application server?
- A. when the agent logs out
- B. when a new task is created
- C. when a new email is assigned to a user
- D. when the agent login in
Answer: B
NEW QUESTION 29
What are two specifications for reporting templates? (Choose two.)
- A. Any number of reports can be created from a template.
- B. Templates can be deleted.
- C. Only one report can be created per template.
- D. The availability of templates is controlled by licenses.
- E. A user can only create ten reports per template.
Answer: A,D
NEW QUESTION 30
Which two ways are departments configured? (Choose two.)
- A. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from SPOG.
- B. Departments can be created in the ECE console if integrated with PCCE, and they can be imported from ECE Gadget.
- C. Departments cannot be created in the ECE console if integrated with PCCE, and they can only be created in PCCE.
- D. Each department has 14 types of resources available for use.
- E. Departments, once created, cannot be deleted from ECE.
Answer: D,E
NEW QUESTION 31
What connects to the Media routing peripheral gateway of ICM to the ECE server?
- A. application server
- B. message server
- C. web server
- D. services server
Answer: A
Explanation:
In Cisco Enterprise Chat and Email (ECE) architecture, the media routing peripheral gateway (MRPG) of the Integrated Contact Manager (ICM) communicates with the ECE application server to route chat and email interactions to the appropriate agent. The MRPG acts as an intermediary between the ICM and the ECE server, directing interactions to the correct agent based on the configured routing rules.
NEW QUESTION 32
......
Cisco 500-445 Exam Syllabus Topics:
| Topic | Details |
|---|---|
| Topic 1 |
|
| Topic 2 |
|
| Topic 3 |
|
| Topic 4 |
|
| Topic 5 |
|
| Topic 6 |
|
Pass Your 500-445 Exam Easily With 100% Exam Passing Guarantee: https://actualtest.updatedumps.com/Cisco/500-445-updated-exam-dumps.html