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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Telephony integration configuration - Voice call routing components configuration - Voice channel troubleshooting - Inbound and outbound telephony settings |
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - Agent and supervisor desktop setup - Call recording configuration - User and team configuration |
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Advanced Features and AI | 25% | - Analytics and optimization - Advanced workflow design - Third-party integrations and APIs - AI-powered routing and automation |
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NEW QUESTION # 12
An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?
Answer: C
Explanation:
In Webex Contact Center, some internal transfer scenarios can end or modify the original interaction context associated with the workflow. Because post-call surveys rely on that context, transfers between queues may prevent the trigger from executing. This is especially common when workflows are not configured to preserve session continuity across transfers.
NEW QUESTION # 13
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards. Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
Answer: A,C,E
Explanation:
Supervisors can manage recordings by searching for specific customer-agent interactions, filtering recordings based on defined criteria, and tagging recordings with descriptive keywords to support review, compliance tracking, and quality management workflows.
NEW QUESTION # 14
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?
Answer: C
NEW QUESTION # 15
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: B
Explanation:
Agent break behavior is an agent-state activity, so the correct Analyzer repository is Agent Activity Record.
Cisco's Analyzer documentation explains that Analyzer repositories separate session-level and activity-level data for customers and agents. A break is not a customer contact segment and not a call session metric; it is a state transition or activity performed by the agent. Agent Activity Record is the repository that captures detailed agent activity state events, idle codes, availability changes, and similar state-driven information.
Customer Session Record summarizes the end-to-end customer session. Customer Activity Record captures customer/contact activities such as call segments and handling details. Agent Session Record summarizes an agent's signed-in session, but it does not provide the granular count of times an agent entered a break state.
For counting how many times an agent went on a break, the report needs the activity-level state records, not the session summary. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 16
An administrator is adding a custom connector to integrate a third-party application with their Webex Contact Center org using OAuth 2.0 for authentication.
Which two grant types must the administrator choose to accomplish this task? (Choose two.)
Answer: B,E
Explanation:
For OAuth 2.0 custom connector authentication in Webex Contact Center, Cisco documents client credentials using either a client secret or a private key/certificate method. The custom connector configuration supports Client credentials - client secret, where the administrator enters a client ID and client secret, and Client credentials - private key, where the private key corresponds to the certificate material used by the application.
Those two choices are valid grant/authentication methods for service-to-service integration because a backend connector needs machine-to-machine authorization rather than a user authorization code flow. Client credentials - token is not a grant type; the token is the output of a successful OAuth exchange. Client credentials - certificate is too imprecise in the option set because Cisco's configuration wording identifies private key/certificate material. Server credentials - certificate is not a documented OAuth grant type for the Webex Contact Center custom connector. Reference: Cisco Help, Configure custom connector for Webex Contact Center; Webex Developer, Integrations and Authorization.
NEW QUESTION # 17
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