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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

1. 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) Callback retry interval and queue backlog
B) SIP registration expiration timer
C) Agent idle timeout
D) Queue wait threshold

2. An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?

A) Queue transfers disable post-call events globally
B) Survey templates are limited to outbound calls
C) Internal transfers terminate the original contact flow context
D) Experience Management requires UCCX integration

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

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) PSTN region assignment
C) Multimedia profile channel permissions
D) Desktop browser cache

5. Refer to the exhibit. A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops. Why is the designer having this issue?

A) There is a codec mismatch.
B) Cisco Cloud Text to Speech engine is unavailable.
C) There is no or invalid Text-to-Speech Message.
D) The audio file is missing.

Solutions: