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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Telephony integration configuration - Voice channel troubleshooting - Voice call routing components configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings |
| Topic 2: Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Call recording configuration - Reporting dashboards and visualizations - Agent and supervisor desktop setup - User and team configuration |
| Topic 3: Advanced Features and AI | 25% | - AI-powered routing and automation - Advanced workflow design - Analytics and optimization - Third-party integrations and APIs |
| Topic 4: Digital Channels | 15% | - Digital channel troubleshooting - Digital contact routing configuration - Chat, email, SMS, social media channel integration |
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NEW QUESTION # 30
Which two domains must be allowed through the firewall or VPN of the organization to ensure that the WxCC Agent Desktop can connect and function correctly? (Choose two.)
Answer: C,E
Explanation:
WxCC Agent Desktop requires access to Webex platform services and Webex Contact Center service domains over HTTPS. Allowing these domains through the organization firewall or VPN ensures that agents can authenticate, load the desktop, and maintain required service connectivity.
NEW QUESTION # 31
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: C
Explanation:
Global recording configuration applies recording settings across the entire tenant/company and avoids custom per-flow or per-queue setup. It is the best fit when all inbound calls must be recorded consistently and recording configuration should remain centrally controlled by administrators.
NEW QUESTION # 32
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
Answer: C
Explanation:
A REST PUT request modifies an organization-level Contact Service Queue resource, so it requires the organization administration write scope. This scope grants permission to update configuration objects for the organization.
NEW QUESTION # 33
What are the two current default rate limits for a given client ID when Webex Contact Center APIs are protected with rate limiting? (Choose two.)
Answer: A,C
Explanation:
Cisco protects Webex Contact Center APIs with rate limiting per client ID so that one application cannot exhaust shared platform capacity. The current default limit represented in this question is 30 requests per second and 1800 requests per minute for a given client ID. Those two values are the same rate expressed at different time scales, and both are used by administrators and developers when sizing integration retry logic.
The Webex developer guidance also stresses that clients must handle HTTP 429 responses and Retry-After behavior rather than assuming unlimited API throughput. The 300 requests per second and 1000 requests per minute options do not match the stated current Contact Center API limits. The 300 requests per minute figure appears in broader Webex REST API guidance for many APIs, but the question is asking specifically about the Webex Contact Center API limits in this context. Correct integrations should therefore throttle to 30 RPS and 1800 RPM unless Cisco grants or documents a different tenant-specific limit. Reference: Webex Developer, Webex Contact Center APIs; Webex Developer blog, Rate Limiting and the Webex API.
NEW QUESTION # 34
A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)
Answer: B,E
Explanation:
Skill-based routing in Webex Contact Center requires skill criteria to be associated with queues so contacts can be matched against defined skill requirements. Agents must receive the relevant skill criteria through their teams, which are grouped into call distribution groups, allowing the routing engine to select appropriately skilled agents for the queue.
NEW QUESTION # 35
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