500-052 Agent Practice Questions
The free 500-052: Deploying Cisco Unified Contact Center Express questions that deal with agent, with answers and explanations. The full bank and the timed practice test cover every topic the exam asks about.
Question #1
Agent Email is a Cisco Unified CCX feature available in which of these packages?
Correct answer: B
Explanation
Agent E-Mail, like web chat and outbound, is part of the Unified CCX Premium package only; Standard and Enhanced provide voice-oriented features.
Question #4
If you use skills-based routing, where is the agent selection criteria defined?
Correct answer: A
Explanation
With skills-based routing the Contact Service Queue defines which skills and competence levels are required and the agent selection criteria used to pick among qualified resources; the resource definition only lists the agent's skills.
Question #6
A Cisco Unified CCX deployment is licensed for 120 agent seats, out of which 70 agents log in as chat agents via an independent browser. How many agents will be able to service voice calls via Cisco Agent Desktop in this scenario?
Correct answer: C
Explanation
Web chat agents consume separate chat licensing and do not use up voice seats, so all 120 licensed seats remain available for agents handling calls in Cisco Agent Desktop.
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