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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Describe Webex Contact Center telephony architecture options
|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
- Implement webhooks and developer APIs to support external database queries
|
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Describe network requirements for Webex Contact Center systems |
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NEW QUESTION # 46
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: C
Explanation:
The agent inherits the multimedia profile through the Desktop Profile when no explicit multimedia profile is assigned at the agent setting. In Webex Contact Center, desktop profiles govern key agent desktop behavior, including the experience and channel-related defaults that determine what an agent can use when signing in.
The exhibit shows the user has no multimedia profile assigned directly, yet the agent can still accept voice and digital interactions. That means the applicable profile is coming from the desktop configuration assigned through the agent/team path. A skill profile would only describe routing skill values and proficiencies; it does not define how many or which media interactions the desktop can handle. A desktop layout controls widgets and user interface structure, not the multimedia interaction capacity. A site is an organizational grouping and not the source of the inherited multimedia profile in this scenario. The Desktop Profile is therefore the correct configuration object. Reference: Cisco Help, Manage desktop profiles; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 47
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing. While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow.
Which action must the administrator take to resolve the issue?
Answer: A
Explanation:
Webex AI Agents are exposed in newer Flow Designer behavior through the Virtual Agent V2 node. If the administrator only sees Webex CCAI Config in the Virtual Agent field, they are looking at the older virtual agent configuration path rather than the node that supports Webex AI Agents. Cisco's Webex AI Agent documentation distinguishes AI Agent Studio assets and the flow nodes used to connect callers to AI agents.
Reloading Flow Designer would not change the node capability if the wrong activity is selected. Typing the AI agent name manually into a field is not a supported way to bind an unavailable agent object. Creating a generic connector in Control Hub is also not the fix when the organization already has Webex AI agents licensed and ready. The correct operational step is to use the Virtual Agent V2 node, which is designed for the newer Webex AI Agent integration. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Configure Virtual Agent-Voice in Webex Contact Center.
NEW QUESTION # 48
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards. Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
Answer: B,C,E
Explanation:
Supervisors can manage recordings by searching for specific customer-agent interactions, filtering recordings based on defined criteria, and tagging recordings with descriptive keywords to support review, compliance tracking, and quality management workflows.
NEW QUESTION # 49
An administrator must connect a customer call to an external IVR service while retaining control of the call and later return it to the original flow.
Which node must the administrator use to make this happen?
Answer: C
Explanation:
Bridged Transfer is the correct node because the requirement is not simply to send the caller away; the administrator must connect the caller to an external IVR while keeping Webex Contact Center call control and then resume the original flow. Cisco's Flow Designer documentation distinguishes Bridged Transfer from Blind Transfer. A blind transfer is terminal: once the call is transferred to the external number, the flow ends and the original flow logic no longer controls the interaction. A Bridged Transfer, by contrast, is designed for scenarios where the caller is temporarily connected to an external destination and then returned to the flow after the external interaction completes. An HTTP Request node is only for data exchange with an external service and cannot bridge media to an IVR. A GoTo node is internal flow navigation and cannot connect the caller to an external IVR. The call-control behavior in the scenario is therefore specifically the Bridged Transfer use case. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 50
A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder. Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?
Answer: A
Explanation:
The Queue Task node is used in the Webex Connect flow to submit the email interaction to Webex Contact Center for routing and contact distribution. It places the digital interaction into the appropriate entry point or queue so an available agent can receive and handle it.
NEW QUESTION # 51
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