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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Voice call routing components configuration - Voice channel troubleshooting - Telephony integration configuration |
| Advanced Features and AI | 25% | - Advanced workflow design - Analytics and optimization - Third-party integrations and APIs - AI-powered routing and automation |
| Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - Call recording configuration - User and team configuration - Reporting dashboards and visualizations - Network requirements for Webex Contact Center |
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NEW QUESTION # 15
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: C,E
Explanation:
Before configuring Webex Contact Center digital channels, the integration nodes in Webex Connect must be authorized. Cisco's digital-channel setup documentation explicitly requires completing node authorization in Webex Connect and setting both Webex CC Task and Webex CC Engage nodes to Authorized state. The Task integration lets Webex Connect communicate with Webex Contact Center for task creation, queueing, routing notifications, and task resolution. The Engage integration lets Webex Connect work with conversation objects in Webex Engage, such as creating, appending, resolving, and updating conversations. The wording in the incorrect options places authorization in Webex Engage, but Cisco's procedure puts the pre-built integration authorization under Webex Connect assets and integrations. Digital channel setup depends on those authorizations because the flow cannot queue or resolve a conversation through WxCC without valid access tokens. Therefore, Webex CC Engage and Webex CC Task integration authorization in Webex Connect are the prerequisites. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Webex CC Task Integration Nodes and Node Authorizations.
NEW QUESTION # 16
Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?
Answer: A
Explanation:
When a Multimedia Profile is not assigned directly to the agent, the agent inherits the Multimedia Profile from the assigned Desktop Profile. This controls the channels and concurrent interaction capacity available to the agent.
NEW QUESTION # 17
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: D
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 # 18
Cisco Webex Contact Center uses Local Gateway for PSTN services. The Webex Contact Center supervisor notices that callers receive the initial greeting, which allows them to select an option, and then the call drops. Which action helps to identify the cause of the issue?
Answer: A
Explanation:
Since callers reach the initial greeting and can select an option, the PSTN and Local Gateway path are already delivering the call into Webex Contact Center. The drop after menu selection points to a problem in the flow logic, such as an invalid branch, missing routing step, incorrect transfer, or misconfigured next activity.
NEW QUESTION # 19
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center. Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
Answer: D,E
Explanation:
Screen recording with call audio in Webex Contact Center is configured through Webex Workforce Optimization, and agents must have the appropriate Quality Management licensing enabled so their desktop activity and associated interaction audio can be captured for evaluation and compliance.
NEW QUESTION # 20
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