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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. A Webex Contact Center environment uses only Webex Calling registered endpoints for agent connection and requires that unanswered customer calls are requeued to be handled by the next available agent. Any direct unanswered call to the agent must roll to their designated voicemail.
Which configuration meets this requirement?

A) Adjust the contact center's RONA timer with a duration longer than the number of rings set for the agent's voicemail.
B) Disable the voicemail setting that forwards unanswered calls to the agent's voicemail.
C) Configure two lines on agent endpoints to differentiate between contact center calls and direct calls.
D) Configure the Redirection on No Answer (RONA) timer to a duration shorter than the number of rings configured for the agent's voicemail.

2. Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?

A) DTMF signaling can use out of band.
B) The only supported codecs are G.711uLaw and G.711aLaw.
C) SIP Early Media is fully supported by Webex Contact Center.
D) Opus codec is natively supported by Webex Contact Center without transcoding.

3. A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)

A) Assign skill criteria to the agent teams that are grouped into call distribution groups.
B) Associate skill criteria to the queues.
C) Assign call distribution groups to queues.
D) Associate agents directly with the queue.
E) Assign skill profile directly to agents.

4. Refer to the exhibit. A Webex Contact Center engineer is deploying a chat digital channel widget for Companyabc. After the chat digital channel widget code is implemented in the company website, the chat digital channel widget does not load. While investigating Webex Contact Center, engineer sees this output in the web browser. What is causing this issue?

A) firewall blocking connection to chat-widget.imi.chat domain
B) incorrect website domain configured for Web Chat Asset
C) missing Webex Connect flow for chat digital channel
D) companyabc.com domain missing in Webex Contact Center "Content security policy allowed list" configuration

5. An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?

A) Customer Session Record
B) Agent Activity Record
C) Customer Activity Record
D) Agent Session Record

Solutions: