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Cisco 300-830 Exam Syllabus Topics:

Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions:

Question 1

Drag and Drop Question
A user has the agent role and needs a desktop experience that meets these requirements:
- stops receiving inbound engagements without affecting KPIs
- can transfer calls to frequent destinations
- can categorize the call intent
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.

Question 2

A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop. Which system meets the requirements for WebRTC as the agent phone device?

A.

B.

C.

D.

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

Question 4

A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?

A. Uniform broadcast routing
B. Longest available agent
C. Round robin routing
D. Skills-based routing

Question 5

A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive Whatsapp or SMS interactions. What is missing from the agent configuration to enable the agent to receive those interactions?

A. The agent is not provisioned for Digital channels.
B. The agent is missing the premium license.
C. The agent is missing the enhanced license.
D. The Agent Desktop layout prohibits Whatsapp and SMS.

Solutions: