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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Describe network requirements for Webex Contact Center systems - 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 - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure multi-tier customer experience variables and thresholds - Configure security profiles, skills-based routing rules, and scheduling patterns |
| Topic 3: Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Configure Webex Contact Center telephony integration and system interfaces - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| 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 # 78
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:
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 # 79
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: D,E
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 # 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: B
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
A Webex Contact Center engineer is configuring a new chat digital channel for their organization. Chat digital channel interactions will be handled by Webex Contact Center agents.
Which two actions must be taken as part of the configuration? (Choose two.)
Answer: B,E
Explanation:
A chat digital channel handled by Webex Contact Center agents needs a channel object of type Chat and an asset assigned to that channel. Cisco's digital channel setup model uses assets to represent external channel identities, such as a web chat asset, email asset, SMS asset, or social asset. The channel then connects that asset to Webex Contact Center routing so the conversation can be created, queued, and delivered to agents.
Assigning a phone number is relevant to voice or SMS-style channel designs, not to a Web Chat asset.
Creating an Email channel or Social Channel would build the wrong media type and would not make a chat widget route as chat. The two required steps therefore match the platform object model: create a channel with Chat as the channel type and assign the appropriate asset to that channel. Once that is done, flows and Queue Task nodes can route the chat to Webex Contact Center agents. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Livechat.
NEW QUESTION # 82
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: C
Explanation:
Real-time transcripts require the media stream to start before the conversation is sent to the queue or agent.
Cisco's AI Assistant real-time transcription feature depends on capturing and streaming the call audio so the platform can produce transcript data for the agent and downstream AI features. If the Media Stream node is placed after the Agent Answered event, the transcript starts too late and misses the early customer interaction and queue/agent transition context. A Condition node can be useful for branching but does not enable transcription by itself. Configuring a Scripted AI Agent is unrelated to enabling AI Assistant real-time transcripts for a live-agent call. The correct flow action is to add the Media Stream node before the call reaches the queue or agent so the media is available for transcription at the right point in the call lifecycle.
Reference: Cisco Help, Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist; AI Assistant reports in Analyzer.
NEW QUESTION # 83
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