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Cisco 300-830 Exam Syllabus Topics:

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. An administrator configured a Webex bot for internal users to report IT issues via the Webex App.
Incoming messages are sent to a webhook endpoint managed by Webex Connect, with conversation logic in a single flow. The administrator notices that each time a user sends a message, the flow in Webex Connect starts from the beginning, rather than continuing the conversation from where it left off. Which action must the administrator take in the Webex Connect flow to prevent the conversation from restarting with each message?

A) Configure multiple webhooks, each triggering a different part of the flow based on the user's message content.
B) Set up a Receive node that uses a custom event that matches the user email.
C) Set up a Receive node that uses a custom event that matches the Webex bot email.
D) Use a Call Flow node to split the flow into multiple smaller flows and call them as needed for each message.

3. A Webex Contact Center environment uses only Webex Calling registered endpoints for agent connection and requires that unanswered customer calls are requeued to be handled by the next available agent. Any direct unanswered call to the agent must roll to their designated voicemail.
Which configuration meets this requirement?

A) Disable the voicemail setting that forwards unanswered calls to the agent's voicemail.
B) Adjust the contact center's RONA timer with a duration longer than the number of rings set for the agent's voicemail.
C) Configure the Redirection on No Answer (RONA) timer to a duration shorter than the number of rings configured for the agent's voicemail.
D) Configure two lines on agent endpoints to differentiate between contact center calls and direct calls.

4. Quantum Innovations wants to automate the handling of these customer queries:
- product warranty details
- current promotions
- delivery timelines
- nearest store based on a postal code
The solution must provide accurate responses quickly and consistently. Which solution meets the customer requirements?

A) scripted AI agent
B) IVR menu
C) live agent
D) autonomous AI agent

5. 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) Desktop Profile
C) Skill Profile
D) Site

Solutions: