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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. Drag and Drop Question
The Cisco Webex Contact Center manager asks for a report that summarizes this information from the previous week:
- List of each call
- Caller's number
- Queue and queue duration
- Final agent
Drag and drop the fields from the left onto the corresponding categories on the right that are needed to create this report. Not all options are used.

2. A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?

A) Work with their PSTN carrier to forward all contact center DIDs to Webex Calling to reach Webex Contact Center.
B) Configure an on-premises session border controller to act as a local gateway to route calls between on-premises environment and Webex Calling.
C) Port existing contact center DIDs to Cisco Calling Plan to enable Webex Calling to deliver calls to and from Webex Contact Center.
D) This requirement cannot be implemented using any configuration and would need them to order new PSTN services.

3. To elevate their customer experience, Redwood Solutions wants to proactively identify and resolve customer dissatisfaction before it escalates. Which Cisco AI Assistant feature provides the required functionality?

A) automatic CSAT scoring
B) topic analytics
C) real-time transcripts
D) AI-generated summaries

4. An administrator notices that agents receive chat requests even though their status is set to Away vailable for voice only.?Which configuration is MOST likely causing the issue?

A) Team capacity settings
B) Multimedia profile channel permissions
C) Desktop browser cache
D) PSTN region assignment

5. A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards. Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)

A) Filter the list of recordings based on set criteria.
B) Tag recordings with descriptive keywords.
C) Perform Retention Policy management.
D) Search for specific agent interactions with the customer.
E) Delete recordings permanently.

Solutions: