Free Cisco 500-052 Practice Exam with Questions & Answers | Set: 3

 Relative filters are used to generate historical reports for a predefined time period, such as today, yesterday, this week, last week, this month, last month, year to date, or last year. They allow users to select the date range and time range options for the report data. Relative filters are not applicable for real-time or live data reports, which use key criteria and field filters instead. Relative filters are also not used for filtering spam emails or reporting on port usage, which are not related to the report generation process. References:

• Cisco Unified Contact Center Express Report User Guide, Release 11.6 (1), Chapter: Report Filters, Section: Filter Types, Subsection: Date & Time
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]2, Module 3: Cisco Unified CCX Reporting, Lesson 2: Cisco Unified CCX Historical Reports, Topic: Historical Reports Filters

A supervisor who does not have administrative privilege can perform the following Cisco Unified Contact Center Express Application Administration tasks:

• Remove a skill from a CSQ: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A Contact Service Queue (CSQ) is a logical grouping of agents based on their skills. A supervisor can remove a skill from a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to remove a skill from a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Enable automatic work on a CSQ: Automatic work is a feature that allows agents to automatically enter the work state after they finish a call or chat. This prevents the agents from receiving new contacts until they are ready. A supervisor can enable automatic work on a CSQ by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Contact Service Queues. For more information on how to enable automatic work on a CSQ, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Contact Service Queues.
• Modify the skill competence level of an agent: The skill competence level is a numerical rating that indicates the proficiency of an agent in a certain skill. The skill competence level can range from 1 (lowest) to 10 (highest). A supervisor can modify the skill competence level of an agent by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to modify the skill competence level of an agent, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.

The following tasks cannot be performed by a supervisor who does not have administrative privilege:

• Delete a resource group: A resource group is a collection of agents who share common characteristics, such as location, function, or availability. A resource group can be used to organize agents for reporting and administration purposes. Only an administrator can delete a resource group by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resource Groups. For more information on how to delete a resource group, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resource Groups.
• Create a resource: A resource is an entity that can handle customer contacts, such as an agent, a supervisor, or an IVR port. A resource can be associated with one or more resource groups, teams, and skills. Only an administrator can create a resource by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Resources. For more information on how to create a resource, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Resources.
• Delete a skill: A skill is a competency that an agent possesses, such as language, product knowledge, or technical expertise. A skill can be assigned to one or more agents and CSQs. Only an administrator can delete a skill by using the Cisco Unified CCX Administration web interface and navigating to Subsystems > RmCm > Skills. For more information on how to delete a skill, see the Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1), Chapter: Unified CCX Application Configuration, Section: Skills. References:
• Cisco Unified Contact Center Express Administration Guide, Release 10.0 (1)
• [Deploying Cisco Unified Contact Center Express (UCCXD) v6.0]5

 To support presence integration, an administrator must perform the following tasks on Cisco Desktop Administrator:

• Assign a contact list to a workflow group: A contact list is a collection of subject matter experts (SMEs) who can assist agents with customer inquiries. A workflow group is a logical grouping ofagents who share the same configuration settings, such as workflows, reason codes, phone books, and contact lists. By assigning a contact list to a workflow group, the administrator enables the agents in that group to see the presence status of the SMEs in the contact list and initiate chat sessions with them.
• Assign an SME to a contact list: An SME is a person who has expertise in a specific domain or topic and can provide assistance to agents or customers. An SME can be an internal or external user who is registered with Cisco Unified Presence. By assigning an SME to a contact list, the administrator adds the SME’s contact information, such as name, phone number, and email address, to the contact list. The administrator can also specify the SME’s availability schedule and skills. References:
• Cisco Unified Contact Center Express Design Guide, Release 10.0 (1) - Presence Integration1
• Cisco Desktop Administrator User Guide - Cisco Unified Presence Settings2
• Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 3: Cisco Unified CCX Agent and Supervisor Desktop Options

According to the Cisco Finesse Administration Guide, Release 12.0 (1), Finesse supports the following number of phone books:

• 10 global phone books
• 300 team phone books The system supports a total of 50,000 contacts. The total number of contacts per agent across all phone books is limited to 15001. This means that an agent can access up to 1500 contacts from the phone books that are assigned to them. If an agent has more than 1500 contacts, only the first 1500 will be loaded and displayed on the Finesse out of the box phone book gadget2. If a custom gadget is built using the Finesse API, it can show all the contacts by using the range feature of the API and grabbing 1500 increments3. References:
• 1: Cisco Finesse Administration Guide, Release 12.0 (1) - Manage Phone Books [Cisco Finesse] - Cisco(https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/finesse/finesse_1201/Admin/guide/cfin_b_1201-administration-guide-release-1201/cfin_b_1201-administration-guide-release-1201_chapter_0101.html)
• 2: Finesse Phone Book Limitation - Cisco Community(https://community.cisco.com/t5/contact-center/finesse-phone-book-limitation/td-p/3480616)
• 3: Finesse Phone Book Import API and Limitations - Cisco Community(https://community.cisco.com/t5/contact-center/finesse-phone-book-import-api-and-limitations/td-p/3946106)

 The number of premium seats required for a Cisco Unified Contact Center Express system is based on the maximum number of logged in agents plus the number of IVR and email ports needed. In this case, the maximum number of logged in agents is 150, the number of IVR ports needed for outbound calls is 30, and the number of email ports needed for email agents is 20. Therefore, the total number of premium seats required is 150 + 30 + 20 = 180 seats. References: Deploying Cisco Unified Contact Center Express (UCCXD) v6.0 - Module 1: Design a Cisco Unified Contact Center Express System Deployment - Lesson 1: Cisco Unified Contact Center Express Product Overview - Topic: Cisco Unified CCX Product Packages1

 The ability to look up customers in Cisco Context Service is provided by the Customer API, which allows you to search for customers by using various parameters, such as customer ID, name, email, phone number, and so on. The Customer API returns an array of customer objects that match the search criteria, along with a pagination token that can be used to retrieve the next page of results if there are more than 100 matching customers. The customer objects contain the customer ID, the customer data fields, and the links to the related activities and requests1, 2 References: Customer API, Customer Object

 The Cisco Unified Communications Sizing Tool is a web-based tool that helps system engineers to estimate the hardware server resources that are required for a Cisco Unified CCX deployment. The tool covers sizing for various components and features of the Unified CCX system, such as call control, contact center, voice messaging, conferencing and collaboration, presence, and voice gateways. The tool also provides recommendations for the optimal virtual machine (VM) configuration and placement based on the user input and the sizing rules. The tool can generate a sizing report that includes the details of the hardware and VM requirements, as well as the network bandwidth and power consumption estimates. References: Cisco Collaboration Sizing Guide - Sizing Tools Overview 1 and Using the Cisco Collaboration Sizing Tool 2