500-442 Agent Practice Questions

A contact center agent struggles to handle multiple calls simultaneously. What feature can help improve their productivity?

• AA. Call Transfer
• BB. Call Waiting
• CC. Call Blending
• DD. Voicemail

During a peak calling period, an agent receives too many calls and is overwhelmed. Which Cisco technology can balance the load among agents?

• AA. Skill-Based Routing
• BB. Direct Routing
• CC. Call Forwarding
• DD. Last Agent Routing

While working remotely, an agent is unable to connect to the contact center system. What could be the reason?

• AA. All of the above
• BB. System updates
• CC. Weak internet connection
• DD. Firewall settings

An agent has reported poor call quality during customer interactions. What is a potential primary cause?

• AA. Dial Plan configuration
• BB. Network congestion
• CC. Outdated software
• DD. Time zone differences

A supervisor wants to evaluate an agent's performance over the past month. Which report should they generate?

• AA. Attendance Report
• BB. Escalation Report
• CC. Agent Performance Report
• DD. Call Disposition Report