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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center. Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)

A) Custom Connectors to Conversation Intelligence platforms
B) Calabrio ONE solution
C) Webex Connect Platform
D) Webex Workforce Optimization (WFO)
E) Quality Management license

2. During troubleshooting, an engineer observes high packet loss affecting Webex meetings. Which symptom is MOST likely experienced by users?

A) One-way audio and choppy media
B) Failed LDAP authentication
C) Incorrect call detail records
D) Delayed voicemail synchronization

3. A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?

A) Skills-based routing
B) Uniform broadcast routing
C) Round robin routing
D) Longest available agent

4. A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive Whatsapp or SMS interactions. What is missing from the agent configuration to enable the agent to receive those interactions?

A) The agent is missing the enhanced license.
B) The agent is missing the premium license.
C) The agent is not provisioned for Digital channels.
D) The Agent Desktop layout prohibits Whatsapp and SMS.

5. An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?

A) Queue wait threshold
B) Callback retry interval and queue backlog
C) SIP registration expiration timer
D) Agent idle timeout

Solutions: