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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) Disable the voicemail setting that forwards unanswered calls to the agent's voicemail.
B) Adjust the contact center's RONA timer with a duration longer than the number of rings set for 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. 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 Session Record
C) Customer Activity Record
D) Agent Session Record

3. An administrator needs to authenticate users to Webex services using the company's existing identity provider. Which technology enables this integration?

A) TFTP authentication
B) CAPF enrollment
C) SAML single sign-on
D) SNMPv3

4. A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards. Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)

A) Delete recordings permanently.
B) Perform Retention Policy management.
C) Search for specific agent interactions with the customer.
D) Filter the list of recordings based on set criteria.
E) Tag recordings with descriptive keywords.

5. Webex Contact Center agents cannot use WebRTC to make and receive calls. What must be configured on their Desktop profile to enable this functionality?

A) Browser
B) Desktop
C) Agent DN
D) Extension

Solutions: