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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Topic 2: Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Voice call routing components configuration - Telephony integration configuration - Voice channel troubleshooting |
| Topic 3: Tenant Configuration and Reporting | 30% | - Call recording configuration - Agent and supervisor desktop setup - Reporting dashboards and visualizations - User and team configuration - Network requirements for Webex Contact Center |
| Topic 4: Advanced Features and AI | 25% | - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization - AI-powered routing and automation |
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NEW QUESTION # 28
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions.
Which multimedia profile type must be configured for agents to focus only on one contact?
Answer: A
NEW QUESTION # 29
An engineer must generate a report that details the number of times an agent took or placed a call. Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: A
Explanation:
The Customer Activity Record repository contains contact-level activity details for call handling events, including calls taken or placed by an agent. Querying this repository provides the interaction activity needed to count the agent's handled and outbound call events.
NEW QUESTION # 30
Refer to the exhibit.
A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops .
Why is the designer having this issue?
Answer: C
Explanation:
In Flow Designer, a Play Message activity must have a valid prompt source. Cisco documents that Flow Designer can play prerecorded audio files or text-to-speech prompts and that TTS content must be configured correctly for Cisco Cloud Text-to-Speech. The exhibit indicates a simple flow that should play a message and then disconnect. If callers hear nothing and the call immediately drops, the most direct cause is that the message node has no valid TTS message configured or the TTS value is invalid. A codec mismatch would typically affect media negotiation more broadly, not only the absence of configured prompt text. A missing audio file would apply if the node used an audio file, but the answer choice points to TTS configuration.
Cisco Cloud Text-to-Speech being unavailable would be a service-side outage, which is less consistent with a designer-created flow issue. The local misconfiguration is the invalid or missing TTS message. Reference:
Cisco Help, Build and manage flows with Flow Designer; Text-to-Speech in Webex Contact Center.
NEW QUESTION # 31
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,C
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 # 32
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment. Which two configurations are needed to ensure that calls are routed to agents?
(Choose two.)
Answer: C,E
Explanation:
Inbound calls must be associated with a DNIS so the call can enter the correct flow, and the flow must route the contact to a queue that has teams assigned. The assigned teams provide the agent pool that can receive and handle the queued calls.
NEW QUESTION # 33
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