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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

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

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

2. Refer to the exhibit. Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency. In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)

A) Allotted on Desktop Profile
B) Assign skills in flow
C) Allocated to Channels
D) Assigned to Capacity-based Teams
E) Assign skills to the queue

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

4. Drag and Drop Question
An engineer is designing a Cisco Webex Contact Center call queue. Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.

5. Refer to the exhibit. An engineer is developing a web chat workflow for the marketing department.
After the standard Live Chat workflow template is deployed, chats are failing. The chat widget on the website is visible. When a new chat is started, the message "Sorry, unable to process your request right now. Please try again later" is received. The engineer debugs the workflow and receives the response in the exhibit from the resolve node. Which action resolves the issue?

A) Set the Workflow Custom Variable chatDomain to a valid value.
B) Set the Resolve Node Media Type to Chat and Media Channel to Live Chat.
C) Set the Resolve Node Media Type to Live Chat and Media Channel to In-App Messaging.
D) Set the Workflow Custom Variable liveChatDomain to a valid value.

Solutions: