Webex Contact Center Expert Practice Exam

Webex Contact Center Expert


What is the primary function of Cisco Webex Contact Center?

A. Video conferencing
B. Customer interaction management
C. Network security
D. Cloud storage
Answer: B. Customer interaction management
Explanation: Cisco Webex Contact Center is primarily used for managing customer
interactions across various channels such as voice, chat, email, and social media.



2. Which component is NOT part of the Cisco Webex Contact Center
architecture?

A. Cisco Unified Communications Manager
B. Webex Experience Management
C. Cisco Unified Contact Center Express
D. Webex Device Management
Answer: D. Webex Device Management
Explanation: Webex Device Management is not part of the Cisco Webex Contact Center
architecture. The key components are Unified Communications Manager, Webex Experience
Management, and Unified Contact Center Express.



3. What does the Webex Contact Center's architecture include?

A. On-premises servers only
B. Cloud-based solutions only
C. A hybrid model with both cloud and on-premises components
D. Local network hardware
Answer: C. A hybrid model with both cloud and on-premises components
Explanation: Webex Contact Center architecture often includes a hybrid model that combines
cloud-based solutions with on-premises components for flexibility and scalability.



4. Which of the following is a licensed option for Cisco Webex Contact
Center?

, Webex Contact Center Expert


A. Webex Teams
B. Webex Video Integration
C. Webex Call Center
D. Webex Contact Center Analytics
Answer: D. Webex Contact Center Analytics
Explanation: Webex Contact Center Analytics is one of the licensed options that provides
insights and reporting for the contact center.



5. How can users access the Cisco Webex Contact Center?

A. Through a mobile app only
B. Via a web portal or application
C. Only through physical terminals
D. Using a dedicated telephone line
Answer: B. Via a web portal or application
Explanation: Users typically access Cisco Webex Contact Center through a web portal or an
application, allowing for flexibility and remote access.



6. Which PSTN option is supported by Cisco Webex Contact Center?

A. Only VoIP
B. PSTN over T1/E1 lines
C. PSTN over analog lines
D. PSTN through a third-party provider
Answer: D. PSTN through a third-party provider
Explanation: Cisco Webex Contact Center supports PSTN options through third-party
providers, allowing for various integration possibilities.



7. What is a key benefit of using Cisco Webex Contact Center's cloud-based
architecture?

A. Reduced flexibility
B. Increased maintenance requirements
C. Scalability and easy updates

, Webex Contact Center Expert


D. Higher upfront costs
Answer: C. Scalability and easy updates
Explanation: Cloud-based architecture provides scalability and the ability to implement
updates easily, making it a flexible solution for businesses.



8. Which feature is used for routing customer interactions in Cisco Webex
Contact Center?

A. Webex Teams Integration
B. Intelligent Contact Routing (ICR)
C. Webex Event Management
D. Video Conferencing Suite
Answer: B. Intelligent Contact Routing (ICR)
Explanation: Intelligent Contact Routing (ICR) is used to route customer interactions
efficiently based on predefined criteria and rules.



9. What does the Cisco Webex Contact Center user interface allow you to
manage?

A. Hardware configurations
B. Employee payroll
C. Customer interactions and agent performance
D. Network security settings
Answer: C. Customer interactions and agent performance
Explanation: The user interface of Cisco Webex Contact Center allows for managing
customer interactions and monitoring agent performance.



10. Which of the following is a feature of the Webex Contact Center solution?

A. Video surveillance
B. Cloud storage for user files
C. Omnichannel support
D. Local network management
Answer: C. Omnichannel support

, Webex Contact Center Expert


Explanation: Webex Contact Center offers omnichannel support, enabling interactions across
various channels like voice, chat, email, and social media.



11. What is one of the key components for accessing Webex Contact Center?

A. Local server installation
B. Web-based administration portal
C. Physical hardware setup
D. Dedicated telephone line
Answer: B. Web-based administration portal
Explanation: The Web-based administration portal is a key component for accessing and
managing Webex Contact Center functionalities.



12. Which type of PSTN integration does Cisco Webex Contact Center
support?

A. PSTN over VoIP only
B. PSTN through analog lines exclusively
C. PSTN through cloud-based solutions
D. PSTN through traditional telephony and VoIP
Answer: D. PSTN through traditional telephony and VoIP
Explanation: Cisco Webex Contact Center supports PSTN through both traditional telephony
and VoIP, offering flexible integration options.



13. How does Webex Contact Center enhance customer experience?

A. By providing in-house technical support
B. Through advanced analytics and reporting tools
C. By limiting interaction channels
D. By offering only email support
Answer: B. Through advanced analytics and reporting tools
Explanation: Advanced analytics and reporting tools in Webex Contact Center help enhance
customer experience by providing insights into interaction patterns and performance metrics.