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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

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

2. 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) Agent Activity Record
B) Customer Activity Record
C) Customer Session Record
D) Agent Session Record

3. An administrator configured a Webex bot for internal users to report IT issues via the Webex App.
Incoming messages are sent to a webhook endpoint managed by Webex Connect, with conversation logic in a single flow. The administrator notices that each time a user sends a message, the flow in Webex Connect starts from the beginning, rather than continuing the conversation from where it left off. Which action must the administrator take in the Webex Connect flow to prevent the conversation from restarting with each message?

A) Configure multiple webhooks, each triggering a different part of the flow based on the user's message content.
B) Set up a Receive node that uses a custom event that matches the user email.
C) Set up a Receive node that uses a custom event that matches the Webex bot email.
D) Use a Call Flow node to split the flow into multiple smaller flows and call them as needed for each message.

4. An administrator must set up a way to authenticate users via SMS using a randomly generated passcode. Which two nodes in Webex Connect are needed to implement this authentication?
(Choose two.)

A) Data Parser node
B) Evaluate node
C) Profile node
D) SMS node
E) Generate OTP node

5. A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?

A) This requirement cannot be implemented using any configuration and would need them to order new PSTN services.
B) Configure an on-premises session border controller to act as a local gateway to route calls between on-premises environment and Webex Calling.
C) Work with their PSTN carrier to forward all contact center DIDs to Webex Calling to reach Webex Contact Center.
D) Port existing contact center DIDs to Cisco Calling Plan to enable Webex Calling to deliver calls to and from Webex Contact Center.

Solutions: