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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Troubleshoot voice channels configuration mismatches
|
| Tenant Configuration and Reporting | 30% | - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure Webex Contact Center users and identity records - Configure security profiles, skills-based routing rules, and scheduling patterns - Analyze real-time and historical dashboards to isolate operational constraints - Configure multi-tier customer experience variables and thresholds - Describe network requirements for Webex Contact Center systems |
| Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 80
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: D
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 # 81
Refer to the exhibit. Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency. In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)
Answer: B,E
Explanation:
Skill-based routing criteria can be defined by assigning skill requirements to the queue and by specifying skill requirements in the flow when routing the contact. These criteria are matched against the agent's assigned Skill Profile and proficiency values to determine whether the agent is eligible to receive the call.
NEW QUESTION # 82
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:
To verify which contact sessions were recorded, the manager needs a contact-session report, not a team or site inventory report. Cisco's Analyzer stock reports include CSR reports that are based on Customer Session Record data. The CSR Report - Yesterday is a stock historical report suitable for reviewing completed customer sessions and whether those sessions include recording-related indicators. Team Contact Details and Site Contact Details can be useful for operational breakdowns by team or site, but the question asks which contact sessions were recorded, which aligns with the customer session record. A Usage Report is generally used for consumption or system usage and is not the direct stock report for contact session recording verification. The exam wording points to the standard Analyzer repository/reporting structure: CSR summarizes the end-to-end customer interaction and is the right source when validating recorded contact sessions. Reference: Cisco Help, Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 83
The Webex app can be accessed from the Agent Desktop to allow agents to communicate with fellow agents, supervisors, or SMEs.
Which two parameter-value combinations are required in the Desktop Layout for the Webex app to be displayed? (Choose two.)
Answer: A,B
Explanation:
The Webex App inside Agent Desktop is controlled through the desktop layout JSON, not merely by installing the Webex App separately. Cisco documentation for supervisor and desktop features points administrators to the webexConfigured setting in the Webex Contact Center desktop layout. The layout also uses the AgentX Webex component identifier to render the embedded Webex application area. That is why the two required parameter combinations are the desktopChatApp object with webexConfigured set to true and the component value agentx-webex. The value webex-app is not the documented component name for this layout object. A generic webexAppEnabled Boolean or webexApp enabled object may look plausible, but it is not the required JSON pattern in the Cisco desktop layout schema. The result is practical: if either the correct component or the webexConfigured flag is absent, the embedded Webex App will not display in Agent Desktop for agent-to-agent, supervisor, or SME collaboration. Reference: Cisco Help, Create custom desktop layout; Supervise your agents and teams.
NEW QUESTION # 84
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 # 85
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