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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. A Webex Contact Center engineer is configuring a new chat digital channel for their organization.
Chat digital channel interactions will be handled by Webex Contact Center agents. Which two actions must be taken as part of the configuration? (Choose two.)

A) Assign an asset to a channel.
B) Assign a phone number to a channel.
C) Create a channel with Chat as a channel type.
D) Create a channel with Social Channel as a channel type.
E) Create a channel with Email as a channel type.

2. A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center. Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)

A) Custom Connectors to Conversation Intelligence platforms
B) Quality Management license
C) Calabrio ONE solution
D) Webex Workforce Optimization (WFO)
E) Webex Connect Platform

3. The Webex app can be accessed from the Agent Desktop to allow agents to communicate with fellow agents, supervisors, or SMEs. Which two parameter-value combinations are required in the Desktop Layout for the Webex app to be displayed? (Choose two.)

A) "webexAppEnabled":true
B) "comp": "webex-app"
C) "webexApp": {"enabled": true}
D) "comp": "agentx-webex"
E) "desktopChatApp": {"webexConfigured": true}

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) Site
C) Desktop Profile
D) Skill Profile

5. A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)

A) Enable "State Synchronization" under Desktop > Webex App configuration.
B) Enable "Webex App Integration" under Desktop > Webex App configuration.
C) Map the "On a Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
D) Enable "State Synchronization" under Collaboration > Webex App in the Desktop Profile that will be used by agents.
E) Map the "Outgoing Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
F) Add the "WebexAppCall" Webex Contact Center Idle code to a desktop layout and assign it to the team that agents are part of.

Solutions: