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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Refer to the exhibit. Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency. In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)

A) Assigned to Capacity-based Teams
B) Allocated to Channels
C) Assign skills to the queue
D) Assign skills in flow
E) Allotted on Desktop Profile

2. A customer wants to enable the Real Time Transcription (RTT) feature only for specific queues.
This feature is enabled by using the Start Media Stream node in Flow Designer, so the administrator decides to control the enablement using a function. The function must check two input variables: queue_ID for the selected agent queue (a string) and queue_IDs for the list of queues that require the RTT feature (a list of dictionaries, where each dictionary has an id key for the queue ID). The function returns a boolean variable rtt_Enabled to the flow, which indicates whether RTT should be enabled. Which function is correct when using Python?

A)

B)

C)

D)

3. Refer to the exhibit. An engineer is developing a web chat workflow for the marketing department.
After the standard Live Chat workflow template is deployed, chats are failing. The chat widget on the website is visible. When a new chat is started, the message "Sorry, unable to process your request right now. Please try again later" is received. The engineer debugs the workflow and receives the response in the exhibit from the resolve node. Which action resolves the issue?

A) Set the Workflow Custom Variable chatDomain to a valid value.
B) Set the Resolve Node Media Type to Chat and Media Channel to Live Chat.
C) Set the Workflow Custom Variable liveChatDomain to a valid value.
D) Set the Resolve Node Media Type to Live Chat and Media Channel to In-App Messaging.

4. 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) Webex Connect Platform
C) Webex Workforce Optimization (WFO)
D) Quality Management license
E) Calabrio ONE solution

5. Webex Contact Center agents cannot use WebRTC to make and receive calls. What must be configured on their Desktop profile to enable this functionality?

A) Agent DN
B) Extension
C) Browser
D) Desktop

Solutions: