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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Analytics and optimization - AI-powered routing and automation - Third-party integrations and APIs - Advanced workflow design |
| Tenant Configuration and Reporting | 30% | - Call recording configuration - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - User and team configuration - Reporting dashboards and visualizations |
| Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Voice channel troubleshooting - Telephony integration configuration - Voice call routing components configuration |
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NEW QUESTION # 69
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days. Which two tools in Webex Connect provide the information needed to resolve the issue?
(Choose two.)
Answer: C,D
Explanation:
Export Logs provides historical transaction-level data for the selected time range, including failed email transactions from the last 7 days. Debug Console helps inspect detailed execution information for the service, allowing the engineer to identify the failure reason and troubleshoot the outgoing email issue.
NEW QUESTION # 70
A Webex Contact Center engineer is configuring a new chat digital channel for their organization.
Chat digital channel interactions will be handled by Webex Contact Center agents. Which two actions must be taken as part of the configuration? (Choose two.)
Answer: B,D
Explanation:
A chat digital channel must be created with Chat as the channel type so Webex Contact Center can process chat interactions. The chat asset must also be assigned to the channel so the deployed web chat widget is linked to the channel that routes conversations to agents.
NEW QUESTION # 71
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: D
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 # 72
A Webex Contact Center engineer is configuring a new chat digital channel for their organization. Chat digital channel interactions will be handled by Webex Contact Center agents.
Which two actions must be taken as part of the configuration? (Choose two.)
Answer: B,D
Explanation:
A chat digital channel handled by Webex Contact Center agents needs a channel object of type Chat and an asset assigned to that channel. Cisco's digital channel setup model uses assets to represent external channel identities, such as a web chat asset, email asset, SMS asset, or social asset. The channel then connects that asset to Webex Contact Center routing so the conversation can be created, queued, and delivered to agents.
Assigning a phone number is relevant to voice or SMS-style channel designs, not to a Web Chat asset.
Creating an Email channel or Social Channel would build the wrong media type and would not make a chat widget route as chat. The two required steps therefore match the platform object model: create a channel with Chat as the channel type and assign the appropriate asset to that channel. Once that is done, flows and Queue Task nodes can route the chat to Webex Contact Center agents. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Livechat.
NEW QUESTION # 73
Drag and Drop Question
The Cisco Webex Contact Center manager asks for a report that summarizes this information from the previous week:
- List of each call
- Caller's number
- Queue and queue duration
- Final agent
Drag and drop the fields from the left onto the corresponding categories on the right that are needed to create this report. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 74
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