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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Voice call routing components configuration - Inbound and outbound telephony settings - Telephony integration configuration - Voice channel troubleshooting |
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - Call recording configuration - User and team configuration - Agent and supervisor desktop setup |
| Advanced Features and AI | 25% | - Advanced workflow design - Third-party integrations and APIs - AI-powered routing and automation - Analytics and optimization |
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NEW QUESTION # 62
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Answer: A,D
Explanation:
For an email digital channel that routes to live agents, the engineer must create the channel asset and create the Webex Contact Center entry point. Cisco's digital channel setup process starts with channel assets in Webex Connect, because assets define the external channel identity and connection, such as an email mailbox or service provider configuration. The Contact Center side then requires entry points so interactions can enter the routing and queueing path. Templates can accelerate flow design, but they are not mandatory configuration objects in every email channel deployment. Onboarding the company is a broader tenant or Webex Connect setup activity and is not the specific action required once the organization already contains several channels. Authorizing nodes is a prerequisite for digital-channel setup, but this question asks what actions are part of configuring the email channel itself. The two required channel configuration actions are creating channel assets and creating entry points. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Email - WXCC.
NEW QUESTION # 63
An administrator notices that agents receive chat requests even though their status is set to Away vailable for voice only.?Which configuration is MOST likely causing the issue?
Answer: C
Explanation:
Multimedia profiles define which communication channels agents can handle, including voice, chat, email, and social messaging. If chat requests are still delivered, the multimedia profile likely permits chat interactions despite the agent's intended voice-only availability. Team settings do not override multimedia channel permissions directly.
NEW QUESTION # 64
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Answer: A,D
Explanation:
An email channel requires a channel asset to define the email channel configuration and an entry point so incoming email conversations can enter Webex Contact Center routing. The entry point is then used to route the conversation through the configured workflow and eventually to a live agent.
NEW QUESTION # 65
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 # 66
Webex Contact Center agents cannot use WebRTC to make and receive calls.
What must be configured on their Desktop profile to enable this functionality?
Answer: A
Explanation:
WebRTC voice in Webex Contact Center is exposed to agents through the Desktop telephony option. Cisco's desktop profile documentation lists voice channel options, including Agent DN, Extension, and Desktop. The Desktop option allows the agent to sign in through the browser and use the Agent Desktop as the voice device rather than entering an external directory number or extension. Cisco's voice channel setup documentation also describes WebRTC-capable agents selecting Desktop under their telephony option so calls are routed to the Agent Desktop device. Browser is not a desktop profile voice option; it describes the client environment.
Extension and Agent DN are traditional station credentials and would make the agent use a phone or configured number instead of browser-based WebRTC. Therefore, to enable agents to make and receive calls using WebRTC, the administrator must configure the Desktop option in the desktop profile. Reference: Cisco Help, Manage desktop profiles; Set up voice channels for Webex Contact Center.
NEW QUESTION # 67
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