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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Third-party integrations and APIs - AI-powered routing and automation - Advanced workflow design - Analytics and optimization |
| Telephony and Call Routing | 30% | - Voice channel troubleshooting - Webex Contact Center telephony architecture options - Telephony integration configuration - Inbound and outbound telephony settings - Voice call routing components configuration |
| Tenant Configuration and Reporting | 30% | - User and team configuration - Call recording configuration - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - Reporting dashboards and visualizations |
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
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NEW QUESTION # 26
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards.
Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
Answer: A,B,E
Explanation:
A supervisor's recording management role is operational quality management, not platform retention administration. Cisco documents supervisor recording workflows around locating and reviewing interactions, filtering recording lists based on criteria, and tagging recordings for later review or quality processes. Those tasks support team compliance and coaching without giving the supervisor destructive or tenant-wide policy authority. Retention policy management is a governance-level setting controlled by administrators or compliance roles, not ordinary supervisors. Permanently deleting recordings is similarly a high-risk compliance operation and would not be granted as a standard supervisor capability in a least-privilege model.
Searching for agent interactions, filtering the list of recordings, and applying descriptive tags are the correct day-to-day recording management activities. They let the supervisor find relevant calls, classify them, and support quality monitoring while preserving administrative separation of duties. Reference: Cisco Help, Supervise your agents and teams; Webex Contact Center Data Sheet; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 27
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
Answer: D
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 # 28
Cisco Webex Contact Center uses Local Gateway for PSTN services. The Webex Contact Center supervisor notices that callers receive the initial greeting, which allows them to select an option, and then the call drops.
Which action helps to identify the cause of the issue?
Answer: B
Explanation:
The call reaches the initial greeting and accepts an IVR option, so the Local Gateway and inbound call delivery are working at least through the first media and signaling stage. The failure occurs after the caller makes a menu selection, which points at the flow branch or the next activity after that menu, not at the trunk itself. Cisco's Flow Designer documentation explains that flows define what happens at each stage of a call, including prompts, menu handling, queueing, transfers, and disconnect behavior. If a branch after the selected option has an invalid Queue Contact configuration, an invalid transfer destination, an unhandled error, or an incorrect terminal node, the customer may hear the greeting and then be disconnected. Analyzer can confirm call records after the fact, but the fastest root-cause path is to inspect the flow configuration and the branch selected by the caller. Queue or channel association issues would usually prevent reaching the intended IVR stage. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 29
An administrator needs to authenticate users to Webex services using the company's existing identity provider. Which technology enables this integration?
Answer: D
Explanation:
SAML SSO allows organizations to integrate Webex authentication with enterprise identity providers such as Azure AD or Okta. Users can authenticate using existing corporate credentials.
SNMP, CAPF, and TFTP are unrelated to federated identity and single sign-on authentication workflows.
NEW QUESTION # 30
A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
All Sales calls in the queue must be routed to agents before Accounting calls.
If an older Accounting call is in the queue and a Sales call is received by the system, the Sales call must get priority.
When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?
Answer: A
Explanation:
Queue ranking is the feature designed for this exact business rule. Cisco's Webex Contact Center team configuration documentation allows administrators to rank queues for a team by media type, with lower numerical rank having higher priority. Cisco's routing documentation explains that ranked queues take precedence over queues without the same priority and that queue ranking can be used across media types. In the scenario, Sales must always be handled before Accounting, even when an Accounting call has waited longer. This is not a normal first-in-first-out queue rule; it is a cross-queue prioritization requirement.
Configuring capacity-based queues would change the queue operating model but would not impose Sales- before-Accounting precedence. Asking agents to ignore Accounting calls is not a system configuration and would produce inconsistent reporting and service levels. A Sales-only skill profile would prevent Accounting handling rather than defer it until Sales is empty. Queue ranking is the controlled team-based mechanism that satisfies the requirement. Reference: Cisco Help, Manage teams in Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 31
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