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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. An engineer must generate a report that details the number of times an agent took or placed a call. Which Cisco Webex Contact Center Analyzer repository must be queried?

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

2. A collaboration engineer analyzes Webex Control Hub analytics and notices increased call failures from a specific branch office. Which action should be performed first?

A) Replace all branch IP phones
B) Rebuild the organization tenant
C) Verify WAN performance and packet statistics
D) Disable SRTP temporarily

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 agents directly with the queue.
C) Associate skill criteria to the queues.
D) Assign call distribution groups to queues.
E) Assign skill profile directly to agents.

4. A customer integrates Salesforce with Webex Contact Center. Screen pop functionality fails intermittently during inbound calls. Which issue is MOST likely responsible?

A) Browser pop-up restrictions
B) SIP OPTIONS timeout
C) Missing SRTP encryption
D) Codec mismatch between trunks

5. An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)

A) Create templates for digital channels.
B) Create channel assets.
C) Create entry points.
D) Onboard the company.
E) Authorize nodes.

Solutions: