500-445 exam

What are three report categories and templates included for ECE reporting? (Choose three.)A . Supervisor Status B. Contact Center Trend C. Email Survey D. Service Level Agreement E. Service Level Performance F. Contact Center CCAI G. Agent performanceView AnswerAnswer: A,C,F

Which activities can agents pick and pull?A . Agents can pick chats from other agents that belong to the same set of skill groups. B. Agents can pick chat from other agents that belong to the different skill groups. C. Agents can pick emails from other agents that belong to...

What is the formula for a standardized agent count for email?A . Standardized agent count for email = Actual agent count * Average number of messages handled per hour by each agent / 10 B. Standardized agent count for email = Actual agent count * Average number of messages handled...

Where are queue permissions automatically assigned and unable to be changed when picking, pulling, and transferring activities?A . EECE B. UCCE C. Partition D. ServiceView AnswerAnswer: D

Which two media classes require configuration to be used in Enterprise Chat and Email? (Choose two.)A . ECE_Default_Queue B. ECE_activity C. ECE_Inbound D. ECE_Email E. ECE_ChatView AnswerAnswer: A,E