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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions (Q54-Q59):

NEW QUESTION # 54
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions.
Which multimedia profile type must be configured for agents to focus only on one contact?

Answer: B

Explanation:
The Exclusive multimedia profile type is used when an agent must handle only one interaction at a time.
Cisco's multimedia-profile model controls how many simultaneous contacts an agent can receive and how different media types are blended. A blended profile can allow multiple channels, and a blended real-time profile is designed for voice plus real-time digital interactions under concurrency rules. Voice Only would restrict agents to voice and would not satisfy a team that handles voice, email, and chat. The scenario is not asking to remove digital channels; it says a few agents cannot focus on multiple interactions. Exclusive solves that by allowing the agent to work one contact regardless of channel, preventing simultaneous assignments that could reduce quality or agent performance. This is a tenant and desktop-experience configuration decision, not a queue routing problem. The agent can still be eligible for the configured channels, but the desktop capacity model keeps workload to one active interaction. Reference: Cisco Help, Webex Contact Center Setup and Administration Guide; Manage desktop profiles.


NEW QUESTION # 55
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing. While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow.

Which action must the administrator take to resolve the issue?

Answer: A

Explanation:
Webex AI Agents are exposed in newer Flow Designer behavior through the Virtual Agent V2 node. If the administrator only sees Webex CCAI Config in the Virtual Agent field, they are looking at the older virtual agent configuration path rather than the node that supports Webex AI Agents. Cisco's Webex AI Agent documentation distinguishes AI Agent Studio assets and the flow nodes used to connect callers to AI agents.
Reloading Flow Designer would not change the node capability if the wrong activity is selected. Typing the AI agent name manually into a field is not a supported way to bind an unavailable agent object. Creating a generic connector in Control Hub is also not the fix when the organization already has Webex AI agents licensed and ready. The correct operational step is to use the Virtual Agent V2 node, which is designed for the newer Webex AI Agent integration. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Configure Virtual Agent-Voice in Webex Contact Center.


NEW QUESTION # 56
The CTO of QQS Solutions wants to record calls to meet these requirements:
All inbound calls are recorded.
Recordings must be for the entire company.
Only administrators are allowed to configure recording.
Avoid custom configurations, when possible.
Which recording method meets these requirements?

Answer: B

Explanation:
The requirements point to tenant-wide recording with the least custom design. Cisco's Webex Contact Center voice settings include a global call recording setting that records all inbound and outdial calls when enabled.
That setting is administered centrally, which matches the requirement that only administrators configure recording and that recordings apply to the entire company. Flow-based recording is more flexible, especially when consent or conditional recording decisions are required, but it is custom logic and not the simplest global policy. Queue-level configuration is useful when different business lines need different recording behavior, but this scenario explicitly says all inbound calls across the company. Scheduled recording is suitable when recording depends on a time window, queue, team, site, or agent scope. Since the company wants all inbound calls recorded and wants to avoid custom configurations, global configuration is the cleanest Cisco-supported method. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage call recording schedules.


NEW QUESTION # 57
Refer to the exhibit.

An engineer is developing a web chat workflow for the marketing department. After the standard Live Chat workflow template is deployed, chats are failing. The chat widget on the website is visible. When a new chat is started, the message "Sorry, unable to process your request right now. Please try again later" is received.
The engineer debugs the workflow and receives the response in the exhibit from the resolve node .
Which action resolves the issue?

Answer: C

Explanation:
The failure occurs after the standard Live Chat workflow template is deployed and the widget can be started, so the website widget itself is not the main issue. The Resolve node response in the exhibit points to a missing or invalid Live Chat domain value used by the workflow. Cisco's Webex Connect live chat and create conversation documentation identifies Livechat Website Domain as a value stored under custom variables and used when resolving or creating live chat conversations. The standard template depends on that workflow custom variable being populated with the valid domain where the Live Chat widget is embedded. Changing media type and media channel on the Resolve node would not fix a missing domain variable in the deployed template. The option using chat Domain is close but not the named workflow custom variable indicated by the template. Setting the Workflow Custom Variable LiveChat Domain to a valid value resolves the failure.
Reference: Webex Connect Help, Livechat; Create conversation - WxEngage standalone; Resolve Conversation - WXCC.


NEW QUESTION # 58
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 )

Answer: A

Explanation:
Option B is the only system profile that aligns with the Webex Contact Center Desktop WebRTC requirements shown in the exhibit. Cisco's desktop system requirements identify supported browsers and agent device models for calling, including Webex Calling desktop/app computer audio and WebRTC handling from Agent Desktop. A practical WebRTC station must have sufficient bandwidth, a supported operating system and browser, and browser settings that do not block required desktop behavior. Option A is weak because the 384 Kbps bandwidth value is below the practical WebRTC threshold shown by the comparison choices. Option C explicitly disables JavaScript, which prevents the browser-based desktop and WebRTC interaction logic from functioning properly. Option D uses a virtual desktop infrastructure condition, which is not the straightforward supported physical workstation profile presented by the question. Option B provides Windows 11, Chrome, physical host type, adequate bandwidth, a medium security level, and disabled pop-up blocking, making it the compliant choice. Reference: Cisco Help, System requirements for Webex Contact Center Desktop; Set up voice channels for Webex Contact Center.


NEW QUESTION # 59
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