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| Section | Weight | Objectives |
|---|
| Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
- 1. RESTful web services integrations
- 2. GraphQL metadata processing layouts
- Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
- 1. Virtual AI agents deployment modes
- 2. Automated text and voice summarization rules
- 3. Interaction data analytics
|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
- 1. SMS text pipelines
- 2. Email delivery structures
- 3. Web chat connectivity interfaces
- 4. Social media integration targets
- Configure software components to route digital contacts within Webex Contact Center frameworks
|
| Tenant Configuration and Reporting | 30% | - Configure security profiles, skills-based routing rules, and scheduling patterns - Analyze real-time and historical dashboards to isolate operational constraints - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Describe network requirements for Webex Contact Center systems - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking
|
| 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 - Troubleshoot voice channels configuration mismatches
- 1. Flow design debugging parameters
- 2. System logs and debug output isolation
- Configure infrastructure components to route voice calls within Webex Contact Center flows
- 1. Team definitions and routing weights
- 2. Channel layout variables
- 3. Queue mechanics and resource targets
- 4. Flow design scripts and logical variables
- Describe Webex Contact Center telephony architecture options
- 1. Webex Calling integration topologies
- 2. Cloud Connected PSTN (CCP) structural pathways
- 3. Local gateways deployment scenarios
|
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Cisco Implementing Cisco Collaboration Cloud Customer Experience Sample Questions (Q21-Q26):
NEW QUESTION # 21
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?
- A. live agent
- B. autonomous AI agent
- C. scripted AI agent
- D. IVR menu
Answer: B
NEW QUESTION # 22
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?
- A. live agent
- B. autonomous AI agent
- C. scripted AI agent
- D. IVR menu
Answer: B
Explanation:
An autonomous AI agent can understand customer intent, retrieve or generate accurate responses from connected business knowledge and systems, and handle varied self-service queries consistently without requiring a rigid predefined script.
NEW QUESTION # 23
Which authentication and authorization specification is required for using Webex Contact Center APIs?
- A. HTTP authentication
- B. API key authentication
- C. Auth 2.0
- D. Mutual TLS
Answer: C
Explanation:
Webex Contact Center APIs use OAuth 2.0 for authentication and authorization, allowing applications to securely request access tokens and make authorized API calls.
NEW QUESTION # 24
A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive WhatsApp or SMS interactions.
What is missing from the agent configuration to enable the agent to receive those interactions?
- A. The agent is not provisioned for Digital channels.
- B. The agent is missing the premium license.
- C. The Agent Desktop layout prohibits WhatsApp and SMS.
- D. The agent is missing the enhanced license.
Answer: B
Explanation:
WhatsApp and SMS are premium digital channels in the Webex Contact Center licensing model. Cisco's Webex Contact Center data sheet distinguishes Standard Agent and Premium Agent capabilities. Standard Agent includes core contact center functions and agent-assisted chat and email, while Premium Agent adds broader digital communication channels such as SMS, social channels, multichannel analytics, and supervisor monitoring capabilities. The scenario says the agent can receive Chat and Voice, so the agent is already provisioned for basic voice and chat handling. The missing capabilities are specifically WhatsApp and SMS, which are part of the higher digital-channel entitlement. An enhanced license is not the relevant license category in the Cisco Webex Contact Center agent-type model. The desktop layout can affect UI presentation, but it would not by itself entitle the agent to receive those channel types. The missing configuration is therefore the Premium license. Reference: Cisco Webex Contact Center Data Sheet; Cisco Help, Set up digital channels in Webex Contact Center.
NEW QUESTION # 25
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
- A. Add the Media Stream node in the flow before the call is sent to the queue or agent .
- B. Add the Media Stream node after the Agent Answered event.
- C. Configure the Scripted AI Agent.
- D. Ensure the Condition node is present in the flow for post activities.
Answer: A
Explanation:
Real-time transcripts require the media stream to start before the conversation is sent to the queue or agent.
Cisco's AI Assistant real-time transcription feature depends on capturing and streaming the call audio so the platform can produce transcript data for the agent and downstream AI features. If the Media Stream node is placed after the Agent Answered event, the transcript starts too late and misses the early customer interaction and queue/agent transition context. A Condition node can be useful for branching but does not enable transcription by itself. Configuring a Scripted AI Agent is unrelated to enabling AI Assistant real-time transcripts for a live-agent call. The correct flow action is to add the Media Stream node before the call reaches the queue or agent so the media is available for transcription at the right point in the call lifecycle.
Reference: Cisco Help, Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist; AI Assistant reports in Analyzer.
NEW QUESTION # 26
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