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500-445 – Implementing Cisco Contact Center Enterprise Chat and Email (CCECE)

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Showing 4–6 of 10 questions

Question 4

In which two ways are chats transferred? (Choose two.)

Select all that apply, then click Submit answer.

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    Only open chat activities in which the customer has not left the chat session can be transferred.
  • ○

    Chats can be transferred to departments directly.
    Chats can be transferred to departments directly: Chat activities can be transferred to different departments based on the customer's needs or the agent's ability to handle the inquiry.
    It's also important to note that the ability to transfer chats and the number of transfers that can be made may be limited by the specific configuration of the UCCE system.
  • ○

    Agents can transfer the chat activities based on the Maximum Task limit setting.
  • ○

    Agents have unlimited transfers of chat activity.
  • ○

    Only one chat activity can be transferred at a time.
Question 5

What are three report categories and templates included for ECE reporting? (Choose three.)

Select all that apply, then click Submit answer.

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    Supervisor Status
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    Contact Center Trend
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    Email Survey
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    Service Level Agreement
    Service Level Performance
  • ○

    Contact Center CCAI
  • ○

    Agent performance
Question 6

Which mode must be used for Always On Availability Group clustering?

Select an option, then click Submit answer.

  • ○

    Mixed mode
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    Directory Connection
  • ○

    Windows Authentication
  • ○

    SQL Authentication