Exam Name: Implementing Cisco Collaboration Cloud Customer Experience
Certification Provider: Cisco
Corresponding Certification: CCNP Collaboration
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Cisco 300-830 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Agent and supervisor desktop setup - Call recording configuration - User and team configuration - Reporting dashboards and visualizations |
| Topic 2: Advanced Features and AI | 25% | - Analytics and optimization - AI-powered routing and automation - Third-party integrations and APIs - Advanced workflow design |
| Topic 3: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Topic 4: Telephony and Call Routing | 30% | - Telephony integration configuration - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Voice call routing components configuration |
Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:
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. PSTN region assignment
- B. Team capacity settings
- C. Multimedia profile channel permissions
- D. Desktop browser cache
Correct Answer: C 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
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. Use a Call Flow node to split the flow into multiple smaller flows and call them as needed for each message.
- B. Set up a Receive node that uses a custom event that matches the Webex bot email.
- C. Configure multiple webhooks, each triggering a different part of the flow based on the user's message content.
- D. Set up a Receive node that uses a custom event that matches the user email.
Correct Answer: D 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
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.
Correct Answer:
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. Agent idle timeout
- B. SIP registration expiration timer
- C. Queue wait threshold
- D. Callback retry interval and queue backlog
Correct Answer: D 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)
- A. Enable "State Synchronization" under Collaboration > Webex App in the Desktop Profile that will be used by agents.
- B. Map the "Outgoing Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
- C. Add the "WebexAppCall" Webex Contact Center Idle code to a desktop layout and assign it to the team that agents are part of.
- D. Enable "Webex App Integration" under Desktop > Webex App configuration.
- E. Map the "On a Call" Webex Availability State to the "WebexAppCall" Webex Contact Center Idle code under Desktop > Webex App configuration.
- F. Enable "State Synchronization" under Desktop > Webex App configuration.
Correct Answer: D,E,F 🗳️
Explanation: Only visible for Pass4Leader members. You can sign-up / login (it's free).
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