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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. 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) Delete recordings permanently.
E) Search for specific agent interactions with the customer.

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

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

4. Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?

A) Set the Global_Language variable to "es-ES" and Global_VoiceName to the company-approved Spanish voice system name.
B) Change only the Global_Language variable to "es-ES," as this global variable entity dictates both aspects, i.e., language and voice.
C) Set the Global_Language and Global_VoiceName variables to the default system string value
"en-ES" to activate Spanish interaction.
D) Assign a friendly voice name to the Global_VoiceName variable and add a Global-Language variable with the default language setting.

5. Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?

A) Configure the Scripted AI Agent.
B) Add the Media Stream node in the flow before the call is sent to the queue or qgent.
C) Ensure the Condition node is present in the flow for post activities.
D) Add the Media Stream node after the Agent Answered event.

Solutions: