Cisco 500-442 Exam - Topic 1 Question 67 Discussion

Actual exam question for Cisco's 500-442 exam

Question #: 67
Topic #: 1

[All 500-442 Questions]

Which two key tasks must be completed in ICM to enable basic agent functionality in a CCE deployment? (Choose two.)

Aconfigure Skill groups and Skill targets

Bconfigure Agent Desk Settings

Cconfigure Route teams and Skill targets

Dconfigure Agent Route Groups

Econfigure the Administrators

Show Suggested Answer

Suggested Answer: A, B

To enable basic agent functionality in a Cisco Contact Center Enterprise (CCE) deployment, key configurations within the Intelligent Contact Management (ICM) component are necessary: A. Configure Skill Groups and Skill Targets: Skill groups are collections of agents with similar skills. Skill targets are specific routing points associated with skill groups. Configuring these elements is essential for directing calls to the most suitable agents based on their skills. B. Configure Agent Desk Settings: These settings define the operational parameters for agents, such as wrap-up time, maximum call handling time, and other agent-specific settings. These configurations are crucial for managing agent efficiency and ensuring quality customer service. Reference: Cisco CCE and ICM configuration guides provide detailed instructions on setting up these components to ensure efficient agent functionality and optimal call routing within the contact center.

by Lizette at Jan 05, 2026, 05:16 AM

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Agustin

1 hour ago

Definitely A and B!

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Enola

5 days ago

Haha, I bet the Administrators would love to configure themselves! But A and B are the way to go.

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Lucy

10 days ago

A and B for sure. Configuring the Administrators doesn't seem relevant for basic agent functionality.

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Gail

1 month ago

I'm going with A and D. Agent Route Groups are important for managing agent assignments.

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James

1 month ago

Definitely A and C. Route teams and Skill targets are crucial for routing calls to the right agents.

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Kanisha

1 month ago

I think the correct answers are A and B. Configuring Skill groups and Agent Desk Settings are essential for basic agent functionality.

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Ryan

2 months ago

I’m pretty confident that we need to set up Agent Route Groups, but I can't remember if that's the only thing we need to do.

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Rosina

2 months ago

I feel like configuring Route teams is important, but I might be mixing it up with something else we studied.

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Glory

2 months ago

I remember practicing a question about Agent Desk Settings, but I can't recall if it's one of the key tasks needed for basic functionality.

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Serina

2 months ago

I think we need to configure Skill groups and Skill targets, but I'm not entirely sure about the second one.

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Annabelle

2 months ago

I've got this! The two key tasks are configuring Skill groups/Skill targets, and Agent Desk Settings. That should provide the foundation for agents to start working in the CCE deployment.

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Crista

2 months ago

Ah, I remember this from the lectures. To enable basic agent functionality, we need to configure Skill groups/targets and Agent Desk Settings. The other options don't seem directly relevant to that.

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Jannette

3 months ago

I'm a bit unsure about this one. I know we need to configure some agent-related settings, but I can't quite remember all the specific tasks. I'll have to think this through carefully.

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Lenna

3 months ago

Okay, let's see here. I think the key tasks are configuring Skill groups and Skill targets, as well as Agent Desk Settings. That should cover the basics for agent functionality.

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Elbert

3 months ago

Hmm, this seems like a straightforward question about setting up basic agent functionality in a CCE deployment. I'll need to review my notes on the key configuration tasks in ICM.

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