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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Drag and Drop Question
The Cisco Webex Contact Center manager asks for a report that summarizes this information from the previous week:
- List of each call
- Caller's number
- Queue and queue duration
- Final agent
Drag and drop the fields from the left onto the corresponding categories on the right that are needed to create this report. Not all options are used.

2. 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) Configure two lines on agent endpoints to differentiate between contact center calls and direct calls.
B) Adjust the contact center's RONA timer with a duration longer than the number of rings set for the agent's voicemail.
C) Disable the voicemail setting that forwards unanswered calls to the agent's voicemail.
D) Configure the Redirection on No Answer (RONA) timer to a duration shorter than the number of rings configured for the agent's voicemail.

3. Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?

A) Ensure the Condition node is present in the flow for post activities.
B) Add the Media Stream node after the Agent Answered event.
C) Configure the Scripted AI Agent.
D) Add the Media Stream node in the flow before the call is sent to the queue or qgent.

4. 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

5. An engineer must troubleshoot intermittent registration failures for Webex Room Devices. Which DNS record is MOST critical for SIP service discovery?

A) PTR
B) SRV
C) MX
D) TXT

Solutions: