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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
- All Sales calls in the queue must be routed to agents before
Accounting calls.
- If an older Accounting call is in the queue and a Sales call is
received by the system, the Sales call must get priority.
- When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?

A) Ask agents to ignore Accounting calls.
B) Configure queue ranking.
C) Configure capacity based queues.
D) Select Skill Profile with Sales only Skill.

2. 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.

3. A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days. Which two tools in Webex Connect provide the information needed to resolve the issue?
(Choose two.)

A) Reports
B) Templates
C) Export Logs
D) Debug Console
E) Watchtower

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

5. The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?

A) Blended
B) Exclusive
C) Voice Only
D) Blended Real Time

Solutions: