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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Configure Webex Contact Center telephony integration and system interfaces - Describe Webex Contact Center telephony architecture options
|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
|
| Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure Webex Contact Center users and identity records - Configure desktop layouts and custom desktop profiles for agents and supervisors - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure multi-tier customer experience variables and thresholds |
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NEW QUESTION # 53
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.)
Answer: B,D
Explanation:
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.
NEW QUESTION # 54
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: D
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 # 55
A customer wants to enable the Real Time Transcription (RTT) feature only for specific queues.
This feature is enabled by using the Start Media Stream node in Flow Designer, so the administrator decides to control the enablement using a function. The function must check two input variables: queue_ID for the selected agent queue (a string) and queue_IDs for the list of queues that require the RTT feature (a list of dictionaries, where each dictionary has an id key for the queue ID). The function returns a boolean variable rtt_Enabled to the flow, which indicates whether RTT should be enabled. Which function is correct when using Python?
Answer: C
Explanation:
The function must compare the selected queue ID string against the id value inside each dictionary in the queue_IDs list. Using a Python any() expression correctly returns True when at least one queue dictionary contains a matching id, and then returns that result as the rtt_Enabled boolean variable to the flow.
NEW QUESTION # 56
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Answer: A
Explanation:
A widget that executes background logic without presenting a visible user-interface panel belongs in the Headless area of the Agent Desktop layout. Cisco's custom desktop layout framework separates visible layout regions, such as panels or persistent areas, from headless widgets that run logic in the background. The requirement says the custom widget should trigger a CRM screen pop when an SMS arrives. That is event- driven background behavior; the agent does not need to see a standalone widget tab or panel for the code to work. A Panel object would be appropriate for visible content placed in the desktop interface. Navigation is used for navigation entries or visible application areas. Persistent is for UI that remains visible across desktop contexts. Headless is deliberately designed for invisible logic, event listeners, and background integrations that react to contact events, making it the correct object for this SMS-triggered CRM screen-pop logic.
Reference: Cisco Help, Create custom desktop layout; Webex Contact Center Desktop developer documentation.
NEW QUESTION # 57
Which two domains must be allowed through the firewall or VPN of the organization to ensure that the WxCC Agent Desktop can connect and function correctly? (Choose two.)
Answer: D,E
Explanation:
WxCC Agent Desktop requires access to Webex platform services and Webex Contact Center service domains over HTTPS. Allowing these domains through the organization firewall or VPN ensures that agents can authenticate, load the desktop, and maintain required service connectivity.
NEW QUESTION # 58
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