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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
| Advanced Features and AI | 25% | - Advanced workflow design - AI-powered routing and automation - Analytics and optimization - Third-party integrations and APIs |
| Telephony and Call Routing | 30% | - Voice call routing components configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Telephony integration configuration - Voice channel troubleshooting |
| Tenant Configuration and Reporting | 30% | - User and team configuration - Network requirements for Webex Contact Center - Agent and supervisor desktop setup - Call recording configuration - Reporting dashboards and visualizations |
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NEW QUESTION # 35
A collaboration engineer analyzes Webex Control Hub analytics and notices increased call failures from a specific branch office. Which action should be performed first?
Answer: B
Explanation:
When failures are isolated to a particular branch, WAN health and packet statistics should be investigated first. Latency, jitter, packet loss, or bandwidth saturation frequently affect collaboration quality and call success rates. Replacing phones or rebuilding tenants is excessive before verifying network conditions.
NEW QUESTION # 36
A customer wants supervisors to silently monitor agents without participants hearing monitoring tones. Which feature should be implemented?
Answer: A
Explanation:
Silent monitoring allows supervisors to listen to agent calls without either party hearing audible tones or announcements. Whisper coaching differs because supervisors can privately speak to agents during calls. Barge-in actively joins the conversation, making the supervisor audible to all participants.
NEW QUESTION # 37
As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow. Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)
Answer: B,E
Explanation:
When recording consent is explicitly set to Yes in the flow, the Recording Control activity takes priority over tenant, queue, and recording schedule settings, so the call is recorded. When the activity is removed or consent is not configured in the flow, recording follows the configured hierarchy, so a queue-level Yes setting can cause the call to be recorded even if the tenant-level setting is No.
NEW QUESTION # 38
A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder.
Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?
Answer: B
Explanation:
The Queue Task node is the Webex Connect node that routes a digital interaction to Webex Contact Center for distribution. Cisco's Webex Connect documentation states that Queue Task calls the Webex CC Queue Task API to queue the contact at Webex Contact Center. In an email digital-channel flow, the channel receives or creates the conversation in Webex Connect, but a live-agent handoff requires creating or queueing a task so Webex Contact Center can apply routing, queue selection, skills, and agent assignment. A Screen Pop node provides information to an agent desktop after routing has occurred; it does not queue the email.
Create Conversation creates the conversation object but does not distribute the work to a contact center agent.
Add Participant is used to add a participant to a conversation, not to place the email interaction into the contact center routing engine. Therefore, Queue Task is the required node for contact distribution. Reference:
Webex Connect Help, Queue Task - WXCC; Webex CC Task Integration Nodes and Node Authorizations.
NEW QUESTION # 39
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: A,C
Explanation:
Outdial telephony requires a default outdial ANI to be configured so outbound calls present a valid caller ID. The agent's desktop profile must also have Outdial enabled so the agent can access and initiate outbound calls from Agent Desktop.
NEW QUESTION # 40
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