CISCO 500-445 Implementing Cisco Contact Center Enterprise Chat and Email (CCECE) 13 25Oct2024 - Practice Quiz

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Question 1 of 30

In a Cisco Unified Contact Center Enterprise (UCCE) environment, a company is planning to implement a new routing strategy that involves skill-based routing. The company has three different skills: Technical Support, Customer Service, and Sales. Each agent has a unique combination of these skills, and the company wants to ensure that calls are routed to the most qualified agent based on the skills required for each call. If the Technical Support skill is required for 60% of incoming calls, Customer Service for 30%, and Sales for 10%, how should the company configure the skill groups to optimize the routing of calls? Assume that there are 10 agents available, with the following skill distribution: 4 agents with Technical Support, 3 agents with Customer Service, and 3 agents with Sales. What is the optimal number of agents that should be assigned to each skill group to ensure that the call distribution matches the incoming call requirements?

6 agents for Technical Support, 3 agents for Customer Service, and 1 agent for Sales

4 agents for Technical Support, 4 agents for Customer Service, and 2 agents for Sales

5 agents for Technical Support, 3 agents for Customer Service, and 2 agents for Sales

3 agents for Technical Support, 5 agents for Customer Service, and 2 agents for Sales

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