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Cisco 300-830 Exam Syllabus Topics:

SectionObjectives
Hybrid Collaboration Services- Hybrid services integration
  • 1. Hybrid calling connectivity
    • 2. Calendar and directory integration
      SIP and PSTN Connectivity- SIP trunking design and troubleshooting
      • 1. PSTN gateway integration
        • 2. Call routing between cloud and on-prem systems
          Cloud Collaboration Architecture- Cisco Webex cloud services overview
          • 1. Webex Calling deployment models
            • 2. Webex Meetings architecture
              Security and Troubleshooting- Secure collaboration deployment
              • 1. TLS and secure signaling
                • 2. Common deployment troubleshooting
                  Edge and Expressway Deployment- Cisco Expressway configuration
                  • 1. Traversal zones and security
                    • 2. MRA (Mobile and Remote Access)

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                      Cisco Implementing Cisco Collaboration Cloud Customer Experience 300-830 Prüfungsfragen mit Lösungen (Q33-Q38):

                      33. Frage
                      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?

                      Antwort: A


                      34. Frage
                      Refer to the exhibit.

                      Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency.
                      In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)

                      Antwort: A,C

                      Begründung:
                      Cisco documents two places where skill requirements can be applied for skill-based routing in Webex Contact Center: on the queue and in the flow. Assigning skills to a queue creates fixed skill criteria for contacts that enter that queue. Assigning skills in a flow lets the flow set or adjust the skill requirements dynamically each time the Queue Contact activity is used. The screenshot shows Agent X with a skill profile and skill proficiencies; those are agent-side attributes. Routing criteria must be defined on the contact-routing side so the platform knows which agent skill profile qualifies for the contact. Desktop profiles, channels, and generic capacity-based teams do not define the skill criteria used to match this agent. Capacity-based teams are typically used for destinations that are not individual Webex Contact Center agents. Therefore, the two valid configuration locations are the queue skill settings and the flow-based skill assignment. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.


                      35. Frage
                      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.

                      Antwort:

                      Begründung:

                      Explanation:
                      Repository: Customer Session Record.
                      Segment Data: Contact Start Timestamp and Queue Duration.
                      Profile Variable: ANI, Agent Login, and Final Queue Name.
                      The report needs one row for each call, the caller's number, queue timing, and final agent. Cisco Analyzer separates data into repositories and data classes. Customer Session Record is the proper repository because it represents the end-to-end customer contact session and contains the contact session identifier needed for a list of calls. Contact Start Timestamp and Queue Duration are segment-level metrics that describe when the contact began and how long it waited in the queue. ANI, Agent Login, and Final Queue Name are profile or reporting variables that identify the caller's number, the final handling agent, and the queue outcome. Burn Index, abandoned service-level count, and idle code fields are not part of this requested report. Agent Activity Record would be appropriate for agent state history, but this report is customer-contact centered. Customer Activity Record is useful for detailed contact activities, but the drag-and-drop target asks for the repository and field groupings shown. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.


                      36. Frage
                      A Webex administrator is adding a new phone number allocated by their Cloud Connected PSTN provider to be configured as Webex Contact Center Entry Point to route inbound calls into the Contact Center IVR. Which two numbers must be used to configure the phone number? (Choose two.)

                      Antwort: A,E

                      Begründung:
                      Webex Contact Center phone numbers for entry points can be configured using a valid national phone number format or E.164 format. The number with parentheses is a valid national format, and the number with the country code prefix is a valid E.164-style format for routing inbound calls into the Contact Center IVR.


                      37. Frage
                      The Webex app can be accessed from the Agent Desktop to allow agents to communicate with fellow agents, supervisors, or SMEs. Which two parameter-value combinations are required in the Desktop Layout for the Webex app to be displayed? (Choose two.)

                      Antwort: C,D

                      Begründung:
                      The Webex app must be enabled in the desktopChatApp configuration, and the Webex app component must be included in the Desktop Layout header configuration so the icon is displayed in Agent Desktop.


                      38. Frage
                      ......

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