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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. An engineer must generate a report that details the number of times an agent took or placed a call. Which Cisco Webex Contact Center Analyzer repository must be queried?

A) Agent Session Record
B) Agent Activity Record
C) Customer Activity Record
D) Customer Session Record

2. Quantum Innovations wants to automate the handling of these customer queries:
- product warranty details
- current promotions
- delivery timelines
- nearest store based on a postal code
The solution must provide accurate responses quickly and consistently. Which solution meets the customer requirements?

A) scripted AI agent
B) IVR menu
C) live agent
D) autonomous AI agent

3. An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?

A) Survey templates are limited to outbound calls
B) Internal transfers terminate the original contact flow context
C) Experience Management requires UCCX integration
D) Queue transfers disable post-call events globally

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

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

Solutions: