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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Configure Webex Contact Center users and identity records - 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 - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Topic 2: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 3: Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Describe Webex Contact Center telephony architecture options
|
| Topic 4: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
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NEW QUESTION # 29
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are needed to ensure that calls are routed to agents? (Choose two.)
Answer: A,E
Explanation:
Inbound Webex Contact Center voice routing needs an entry path and an agent distribution target. The DNIS or support number must be associated with the entry point and flow so that an incoming PSTN call reaches the proper Flow Designer logic. Inside that flow, the contact must be queued to a queue that has eligible teams or agents. Cisco's queue documentation describes queues as holding areas where contacts wait until they are distributed, and it explains that non-skill queues use team assignments or agent assignments while skill queues use skill matching. The wording in the option set refers to DNIS entries in Flow Designer; operationally, DNIS is tied to the entry point/channel and flow selection, and the flow then uses a Queue Contact activity.
Script Editor is a legacy/on-premises contact center construct, not the modern Webex Contact Center Flow Designer model. A softphone registration alone does not route calls, and a skills-only queue is not mandatory unless the design requires skills. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 30
A collaboration engineer analyzes Webex Control Hub analytics and notices increased call failures from a specific branch office. Which action should be performed first?
Answer: A
Explanation:
When failures are isolated to a particular branch, WAN health and packet statistics should be investigated first. Latency, jitter, packet loss, or bandwidth saturation frequently affect collaboration quality and call success rates. Replacing phones or rebuilding tenants is excessive before verifying network conditions.
NEW QUESTION # 31
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Answer: B,D
Explanation:
An email channel requires a channel asset to define the email channel configuration and an entry point so incoming email conversations can enter Webex Contact Center routing. The entry point is then used to route the conversation through the configured workflow and eventually to a live agent.
NEW QUESTION # 32
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,B
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 # 33
The Cisco Webex Contact Center manager asks for a report that summarizes this information from the previous week:
List of each call -
Caller's number -
Queue and queue duration -
Final agent -
Drag and drop the fields from the left onto the corresponding categories on the right that are needed to create this report. Not all options are used.
Answer:
Explanation:
Explanation:
Repository: Customer Session Record.
Segment Data: Contact Start Timestamp and Queue Duration.
Profile Variable: ANI, Agent Login, and Final Queue Name.
The report needs one row for each call, the caller's number, queue timing, and final agent. Cisco Analyzer separates data into repositories and data classes. Customer Session Record is the proper repository because it represents the end-to-end customer contact session and contains the contact session identifier needed for a list of calls. Contact Start Timestamp and Queue Duration are segment-level metrics that describe when the contact began and how long it waited in the queue. ANI, Agent Login, and Final Queue Name are profile or reporting variables that identify the caller's number, the final handling agent, and the queue outcome. Burn Index, abandoned service-level count, and idle code fields are not part of this requested report. Agent Activity Record would be appropriate for agent state history, but this report is customer-contact centered. Customer Activity Record is useful for detailed contact activities, but the drag-and-drop target asks for the repository and field groupings shown. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 34
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