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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Refer to the exhibit. A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops. Why is the designer having this issue?

A) There is a codec mismatch.
B) The audio file is missing.
C) There is no or invalid Text-to-Speech Message.
D) Cisco Cloud Text to Speech engine is unavailable.

2. A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)

A) Enable "State Synchronization" under Collaboration > Webex App in the Desktop Profile that will be used by agents.
B) Enable "State Synchronization" under Desktop > Webex App configuration.
C) Enable "Webex App Integration" under Desktop > Webex App configuration.
D) Map the "On a Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
E) Add the "WebexAppCall" Webex Contact Center Idle code to a desktop layout and assign it to the team that agents are part of.
F) Map the "Outgoing Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.

3. Drag and Drop Question
A user has the agent role and needs a desktop experience that meets these requirements:
- stops receiving inbound engagements without affecting KPIs
- can transfer calls to frequent destinations
- can categorize the call intent
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.

4. Refer to the exhibit. A Webex Contact Center engineer is deploying a chat digital channel widget for Companyabc. After the chat digital channel widget code is implemented in the company website, the chat digital channel widget does not load. While investigating Webex Contact Center, engineer sees this output in the web browser. What is causing this issue?

A) incorrect website domain configured for Web Chat Asset
B) missing Webex Connect flow for chat digital channel
C) firewall blocking connection to chat-widget.imi.chat domain
D) companyabc.com domain missing in Webex Contact Center "Content security policy allowed list" configuration

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

Solutions: