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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure multi-tier customer experience variables and thresholds - Analyze real-time and historical dashboards to isolate operational constraints - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe network requirements for Webex Contact Center systems - Configure Webex Contact Center users and identity records |
| Topic 3: Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
|
| Topic 4: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 25
A Webex administrator is adding a new phone number allocated by their Cloud Connected PSTN provider to be configured as Webex Contact Center Entry Point to route inbound calls into the Contact Center IVR. Which two numbers must be used to configure the phone number? (Choose two.)
Answer: A,C
Explanation:
Webex Contact Center phone numbers for entry points can be configured using a valid national phone number format or E.164 format. The number with parentheses is a valid national format, and the number with the country code prefix is a valid E.164-style format for routing inbound calls into the Contact Center IVR.
NEW QUESTION # 26
An administrator must parse complex data returned from an API call within Flow Designer. The required logic cannot be implemented using Pebble Templates, so the administrator decides to use a function.
Which two programming languages can the administrator use to write the function? (Choose two.)
Answer: A,C
Explanation:
Functions in Webex Contact Center Flow Designer are intended for logic that is too complex for native flow expressions or Pebble templates. Cisco supports writing these functions in JavaScript and Python. Those languages are appropriate because they are widely used for lightweight data transformation, JSON parsing, conditional logic, and API response manipulation inside cloud workflows. The scenario says the administrator must parse complex data returned from an API call and cannot implement the logic with Pebble templates, so a function is the correct tool. TypeScript, Go, and Rust are powerful general-purpose languages, but they are not the supported function languages in the Flow Designer function runtime for this exam objective. The answer is not about what languages can parse JSON in theory; it is about what Cisco's Webex Contact Center function feature allows. Therefore JavaScript and Python are the two valid selections. Reference: Cisco Help, Build and manage flows with Flow Designer; Webex Contact Center Flow Designer function documentation.
NEW QUESTION # 27
An administrator must parse complex data returned from an API call within Flow Designer. The required logic cannot be implemented using Pebble Templates, so the administrator decides to use a function. Which two programming languages can the administrator use to write the function? (Choose two.)
Answer: A,C
Explanation:
Flow Designer functions support JavaScript and Python for implementing custom logic. These languages can be used to parse complex API response data and return processed values back into the flow when Pebble Templates are not sufficient.
NEW QUESTION # 28
A Webex Contact Center manager wants to verify which contact sessions were recorded. Which stock report in Webex Contact Center Analyzer must be used to achieve the goal?
Answer: C
Explanation:
The CSR Report - Yesterday is based on Customer Session Records and provides contact-level session details, including whether a session was recorded. This allows the manager to verify which specific contact sessions have associated recordings.
NEW QUESTION # 29
During troubleshooting, an engineer observes high packet loss affecting Webex meetings. Which symptom is MOST likely experienced by users?
Answer: B
Explanation:
Packet loss directly impacts real-time media streams, causing symptoms such as choppy audio, robotic voice quality, frozen video, or one-way audio. Collaboration applications are highly sensitive to packet loss because RTP traffic depends on continuous packet delivery with minimal retransmission opportunities.
NEW QUESTION # 30
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