500-445 Centers Practice Questions
The free 500-445: Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) questions that deal with centers, with answers and explanations. The full bank and the timed practice test cover every topic the exam asks about.
Question #4
4. What does the term "Skill-Based Routing" refer to in contact centers?
Correct answer: B
Explanation
Skill-Based Routing directs calls to agents who possess the skills needed to address specific customer inquiries effectively.
Question #7
7. What is the purpose of a "service level agreement" (SLA) in contact centers?
Correct answer: D
Explanation
SLAs outline the expected response and resolution times, ensuring that customer service standards are met.
Continue with 500-445: Implementing Cisco Contact Center Enterprise Chat and Email (CCECE)
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