Implementing Cisco Collaboration Cloud Customer Experience — Information & Free Practice

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Implementing Cisco Collaboration Cloud Customer Experience

Examination outline

Telephony and Call Routing (30%)
- Describe Webex Contact Center telephony architecture options
- Configure Webex Contact Center telephony integration via:
- Configure inbound and outdial telephony options for Webex Contact Center agents
- Configure components to route voice calls within Webex Contact Center
- Troubleshoot voice channels
Tenant Configuration and Reporting (30%)
- Describe network requirements for Webex Contact Center
- Configure Webex Contact Center users
- Configure the desktop experience such as desktop layouts and desktop profiles for agents and supervisors
- Configure recording
- Configure visualizations and dashboards for reports
Digital Channels (15%)
- Configure components to route digital contacts within Webex Contact Center
- Troubleshoot digital channels such as chat, email, SMS, and social
Advanced Features and AI (25%)
- Configure advanced voice flow design features such as call back, HTTP request, and functions
- Configure advanced digital flow design features such as HTTP request, post call survey, and webhooks
- Describe prebuilt and custom connectors
- Describe Webex Contact Center APIs
- Describe AI assistant features such as summarization, topic analytics, and agent wellness
- Describe Webex AI agent

Examination sources

This examination may be required or accepted as an alternative, depending on the license and application pathway.