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Cisco Unified Contact Center Enterprise Design (UCCED) Sample Questions:

1. In the Cisco Unified Contact Center Enterprise solution, what is considered "Agent Handle Time"?

A) the time that the agent spent talking to the caller plus the queue time for the call and any wrap-up time
B) the time that the agent spent talking plus any wrap-up time that is associated with the call, including any hold time during the call
C) the time that the agent spent talking to the caller plus any network time that was used during ringing, call transfers, and holds during the call
D) the time that the agent spent talking to the caller, including any hold time during the call

2. The Cisco Unified Contact Center Enterprise 8.0(x) includes a serviceability feature that is known as Analysis Manager or the Diagnostic Framework. Which method will not access this feature?

A) Cisco Unified Contact Center Enterprise Support Tools
B) Cisco Unified ICM CLI
C) Cisco Unified Communications Manager Real-Time Monitoring Tool
D) direct URL that is typed into an Internet browser
E) Web-based portico interface

3. The Cisco Unified Mobile Agent option for Cisco Unified Contact Center Enterprise supports which of the following modes of operation? (Choose two.)

A) preview
B) predictive
C) call-by-call
D) progressive
E) nailed-up

4. DRAG DROP

5. Cisco provides a set of sizing tables in the Cisco Unified Contact Center Enterprise 8.0(x) Design Guide (SRND). These tables show the bandwidth that is required for the Cisco Agent Desktop and Supervisor Desktop. Using these tables, how much average bandwidth is required to support 200 agents and 20 supervisors at a remote site across the WAN?

A) 8.32 kB/s
B) 3.7 kB/s
C) 7.4 kB/s
D) 6.5 kB/s

Solutions: