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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
|
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure infrastructure components to route voice calls within Webex Contact Center flows
- Troubleshoot voice channels configuration mismatches
|
| Tenant Configuration and Reporting | 30% | - Configure Webex Contact Center users and identity records - Describe Webex Contact Center reporting analytics and data visibility tracking - 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 multi-tier customer experience variables and thresholds - Configure security profiles, skills-based routing rules, and scheduling patterns |
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NEW QUESTION # 73
A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?
Answer: C
Explanation:
Skills-based routing evaluates agent competencies and routes interactions according to predefined skill attributes and proficiency levels. This improves customer experience and first- contact resolution. Round robin and longest available methods distribute workload but do not consider specialized agent expertise.
NEW QUESTION # 74
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: C
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 # 75
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: D
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 # 76
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: A,B
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 # 77
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
Answer: B
Explanation:
A reorder tone followed by call drop at call ingress is usually a telephony signaling or trunk acceptance symptom, not an Analyzer or queue-configuration symptom. In a Bring Your Own PSTN design, the customer's PSTN carrier and session border controller are responsible for delivering calls toward Webex Contact Center through the agreed voice path. Cisco's Webex Calling and Local Gateway documentation emphasizes trunk status, SIP connectivity, registration or certificate state, and SBC reachability as the first checks when calls fail before application routing. If the call cannot be successfully established across the customer's SBC or Local Gateway, Webex Contact Center will not have a usable interaction to queue, analyze, or route. Analyzer becomes useful after the platform has received enough call data to create records; it is not the first place to diagnose a reorder tone at ingress. Channel and queue association should still be reviewed later, but the symptom points first to SIP trunk status on the SBC. Reference: Cisco Help, Get started with Local Gateway; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 78
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