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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 went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?

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

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. 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) SIP registration expiration timer
C) Agent idle timeout
D) Callback retry interval and queue backlog

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

5. 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) Navigation
C) Headless
D) Panel

Solutions: