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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - AI-powered routing and automation - Third-party integrations and APIs - Advanced workflow design - Analytics and optimization |
| Telephony and Call Routing | 30% | - Voice call routing components configuration - Voice channel troubleshooting - Telephony integration configuration - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options |
| Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - User and team configuration - Reporting dashboards and visualizations - Call recording configuration - Network requirements for Webex Contact Center |
| Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
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NEW QUESTION # 64
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?
Answer: C
NEW QUESTION # 65
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: C
Explanation:
WebRTC calling in Webex Contact Center is enabled by allowing the Desktop telephony option in the agent's Desktop Profile. This lets agents use Agent Desktop as the voice endpoint directly from the browser instead of using an external DN or extension.
NEW QUESTION # 66
An enterprise requires that customer interaction recordings remain within a specific geographic region for compliance reasons. Which Webex Contact Center capability addresses this requirement?
Answer: D
Explanation:
Regional media storage policies help organizations comply with data residency regulations by ensuring recordings and interaction data remain stored within approved geographic regions.
SRST and survivability address telephony continuity, while DSCP rewriting only impacts traffic prioritization and has no relationship to compliance storage requirements.
NEW QUESTION # 67
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 # 68
A Webex Contact Center engineer is configuring a new Webex Contact Center tenant and wants to implement digital channels. Which two actions must be taken before setting up digital channels? (Choose two.)
Answer: A,D
Explanation:
Before configuring digital channels, the administrator must authorize the required Webex Contact Center integrations in Webex Connect. Webex CC Engage enables digital channel engagement services, and Webex CC Task enables digital interactions to be created and routed as contact center tasks.
NEW QUESTION # 69
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