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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?

A) Persistent
B) Panel
C) Navigation
D) Headless

2. Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?

A) Verify that the Webex Contact Center channels are associated.
B) Check the SIP trunk status on the customer's Session Border Controller.
C) Review the Webex Contact Center Analyzer that checks the call logs.
D) Review the Webex Contact Center Queues configuration.

3. Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?

A) Assign a friendly voice name to the Global_VoiceName variable and add a Global-Language variable with the default language setting.
B) Set the Global_Language variable to "es-ES" and Global_VoiceName to the company-approved Spanish voice system name.
C) Set the Global_Language and Global_VoiceName variables to the default system string value
"en-ES" to activate Spanish interaction.
D) Change only the Global_Language variable to "es-ES," as this global variable entity dictates both aspects, i.e., language and voice.

4. Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?

A) Desktop Profile
B) Skill Profile
C) Site
D) Desktop Layout

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

Solutions: