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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Voice call routing components configuration - Webex Contact Center telephony architecture options - Telephony integration configuration - Inbound and outbound telephony settings - Voice channel troubleshooting |
| Topic 2: Tenant Configuration and Reporting | 30% | - Call recording configuration - Reporting dashboards and visualizations - Agent and supervisor desktop setup - User and team configuration - Network requirements for Webex Contact Center |
| Topic 3: Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
| Topic 4: Advanced Features and AI | 25% | - AI-powered routing and automation - Analytics and optimization - Third-party integrations and APIs - Advanced workflow design |
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NEW QUESTION # 66
The CTO of QQS Solutions wants to record calls to meet these requirements:
All inbound calls are recorded.
Recordings must be for the entire company.
Only administrators are allowed to configure recording.
Avoid custom configurations, when possible.
Which recording method meets these requirements?
Answer: D
Explanation:
The requirements point to tenant-wide recording with the least custom design. Cisco's Webex Contact Center voice settings include a global call recording setting that records all inbound and outdial calls when enabled.
That setting is administered centrally, which matches the requirement that only administrators configure recording and that recordings apply to the entire company. Flow-based recording is more flexible, especially when consent or conditional recording decisions are required, but it is custom logic and not the simplest global policy. Queue-level configuration is useful when different business lines need different recording behavior, but this scenario explicitly says all inbound calls across the company. Scheduled recording is suitable when recording depends on a time window, queue, team, site, or agent scope. Since the company wants all inbound calls recorded and wants to avoid custom configurations, global configuration is the cleanest Cisco-supported method. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage call recording schedules.
NEW QUESTION # 67
To elevate their customer experience, Redwood Solutions wants to proactively identify and resolve customer dissatisfaction before it escalates.
Which Cisco AI Assistant feature provides the required functionality?
Answer: B
Explanation:
The requirement is to detect customer dissatisfaction before it escalates. Cisco's AI Assistant reporting and quality features include automatic CSAT scoring, which estimates customer satisfaction from interaction signals and gives the contact center a proactive way to identify poor experiences without waiting for a manual survey response. Topic analytics identifies common contact drivers and trending issues, which is valuable for operational improvement but does not directly score whether a specific customer is dissatisfied. AI-generated summaries reduce after-call work and improve handoff context, but they do not by themselves predict dissatisfaction. Real-time transcripts provide the text foundation for analysis and assistance, but the feature that turns interaction data into a customer-satisfaction signal is automatic CSAT scoring. For a customer- experience program focused on early dissatisfaction detection and proactive resolution, automatic CSAT provides the required risk signal. Reference: Cisco Help, AI Assistant reports in Analyzer; Cisco AI Assistant for Webex Contact Center documentation.
NEW QUESTION # 68
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 # 69
A user has the agent role and needs a desktop experience that meets these requirements: stops receiving inbound engagements without affecting KPIs can transfer calls to frequent destinations can categorize the call intent .
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.
Answer:
Explanation:
Explanation:
Create idle codes and add them to the desktop profile.
Create an address book and add it to the desktop profile.
Create wrap-up codes and add them to the desktop profile.
The requested desktop experience maps to three desktop-profile objects. First, to stop receiving inbound engagements without hurting KPIs, agents need an idle code configured in the desktop profile. Idle codes allow agents to move out of available status for recognized reasons rather than appearing as missed or mishandled contacts. Second, to transfer calls to frequent destinations, the administrator creates an address book and assigns it to the desktop profile so those destinations are available in Agent Desktop consult and transfer workflows. Third, to categorize the call intent, wrap-up codes must be created and added to the desktop profile so agents can classify the interaction after handling. A multimedia profile set to Exclusive would restrict simultaneous contacts, but it does not address transfer destinations, KPI-safe unavailable states, or call intent classification. Screen pop settings are related to CRM display behavior, not this stated goal.
Reference: Cisco Help, Manage desktop profiles; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 70
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,D
Explanation:
Cisco documents two places where skill requirements can be applied for skill-based routing in Webex Contact Center: on the queue and in the flow. Assigning skills to a queue creates fixed skill criteria for contacts that enter that queue. Assigning skills in a flow lets the flow set or adjust the skill requirements dynamically each time the Queue Contact activity is used. The screenshot shows Agent X with a skill profile and skill proficiencies; those are agent-side attributes. Routing criteria must be defined on the contact-routing side so the platform knows which agent skill profile qualifies for the contact. Desktop profiles, channels, and generic capacity-based teams do not define the skill criteria used to match this agent. Capacity-based teams are typically used for destinations that are not individual Webex Contact Center agents. Therefore, the two valid configuration locations are the queue skill settings and the flow-based skill assignment. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 71
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