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300-845 (CCXW)
Implementing Cisco Webex Contact Center Solutions
About the Certification
The 300-845 CCXW – Implementing Cisco Webex Contact Center Solutions is a concentration exam within the CCNP Collaboration track. It focuses on implementing and operating Webex Contact Center as a fully cloud-based Cisco solution for managing enterprise contact centers. This certification teaches you how to design a Contact Center solution, configure agents and supervisors, build call flows, manage skills and queues, integrate with Webex Calling, and connect with external applications using REST APIs and webhooks. It validates your ability to deploy, manage, and operate a complete cloud-native Webex Contact Center environment.
Main Curriculum
The curriculum is divided into eight main sections
- Webex Contact Center Architecture
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- Cloud-only architecture
- Webex CC components
- Role of Control Hub
- Provisioning and deployment models
- User & Agent Management
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- Creating and managing users
- Agent configuration
- Supervisor setup
- Roles & permissions
- Agent Desktop
- Call Routing & Flow Builder
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- Designing IVR using Flow Builder
- Configuring queues & skills
- Call routing logic
- Prompts / audio files
- Call sequencing scenarios
- Operations & Troubleshooting
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- Call trace analysis
- Routing issue resolution
- Connectivity troubleshooting
- Logs
- Performance optimization & quality analysis
- Webex Calling Integration
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- Integrating Webex Contact Center with Webex Calling
- PSTN connectivity
- Site management
- Dial plan integration
- Call security and routing
- Digital Channels & Troubleshooting
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- Email / Chat / Social channels
- Digital channel configuration
- Messaging workload management
- Digital Flow Builder
- Reporting & Analytics
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- Real-time Dashboards
- Historical Reports
- Agent Performance
- Queue Monitoring
- KPIs & Metrics
- APIs & Integrations
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- Webex Contact Center REST APIs
- Webhooks
- CRM integrations (e.g., Salesforce)
- Automation scripts
- Event handling
- Exam Details
Exam Details :
- Exam Code: 300-845 (CCXW)
- Exam Duration: 90 minutes
- Number of Questions: 55–65
- Question Types: Multiple choice + Webex Contact Center scenario-based questions
- Language: English
- Passing Score: 700 out of 1000
- Exam Fee: USD 300 (taxes may apply in some countries)
- Certification Validity: 3 years
Do I Need Certifications Before It ?
No, not required at all.
However, it is recommended to have: ( Basic understanding of Contact Center systems , Experience with Webex Control Hub , Familiarity with call flows (IVR design) , Basic knowledge of SIP and VoIP fundamentals , This background greatly simplifies understanding and practical implementation) .
Which Certifications Are Recommended After This One ?
Not mandatory.
However, for professionals seeking a strong path in deploying and managing Cisco Webex Contact Center solutions especially in system configuration, call management, and customer experience optimization—the 300-845 (CCXW) certification is one of the strongest cloud-focused specialization options.
What Are the Main Uses of the 300-845 (CCXW) – Implementing Cisco Webex Contact Center Solutions Certification ?
- Cisco Webex Contact Center Advanced certifications – For deeper specialization in advanced cloud solutions
- 300-840 CCHD – Hybrid Contact Center – For hybrid on-prem and cloud environments
- Cisco DevNet – For automation and integration of Contact Center solutions with external systems
Your First Step Toward Webex Contact Center Deployment :
The CCXW certification is ideal for Contact Center engineers transitioning to cloud-based environments. It teaches you how to professionally deploy and operate Webex Contact Center—from user setup and IVR flow design to system integrations—making it a strong step toward CCNP Collaboration or advanced enterprise Contact Center specialization.
Who Is This Certification Suitable For ?
- Contact Center Engineers working with Webex or transitioning from UCCX/UCCE to the cloud
- Administrators managing enterprise cloud Contact Center environments
- Engineers integrating Webex CC with Webex Calling or CUCM
- Professionals designing cloud-based IVR flows and routing logic
- Engineers entering the Contact Center Cloud domain