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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: 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 2: Tenant Configuration and Reporting | 30% | - Configure multi-tier customer experience variables and thresholds - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Analyze real-time and historical dashboards to isolate operational constraints - Configure security profiles, skills-based routing rules, and scheduling patterns |
| Topic 3: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 4: Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
|
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NEW QUESTION # 46
A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder.
Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?
Answer: C
Explanation:
The Queue Task node is the Webex Connect node that routes a digital interaction to Webex Contact Center for distribution. Cisco's Webex Connect documentation states that Queue Task calls the Webex CC Queue Task API to queue the contact at Webex Contact Center. In an email digital-channel flow, the channel receives or creates the conversation in Webex Connect, but a live-agent handoff requires creating or queueing a task so Webex Contact Center can apply routing, queue selection, skills, and agent assignment. A Screen Pop node provides information to an agent desktop after routing has occurred; it does not queue the email.
Create Conversation creates the conversation object but does not distribute the work to a contact center agent.
Add Participant is used to add a participant to a conversation, not to place the email interaction into the contact center routing engine. Therefore, Queue Task is the required node for contact distribution. Reference:
Webex Connect Help, Queue Task - WXCC; Webex CC Task Integration Nodes and Node Authorizations.
NEW QUESTION # 47
An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?
Answer: B
NEW QUESTION # 48
A customer requires secure remote access for mobile Webex users without deploying VPN clients. Which Cisco architecture supports this requirement?
Answer: B
Explanation:
Cisco Expressway Mobile and Remote Access (MRA) enables secure external access to collaboration services without requiring traditional VPN connectivity. It securely proxies signaling and media traffic for remote users and devices. MPLS and HSRP serve entirely different networking purposes unrelated to remote collaboration access.
NEW QUESTION # 49
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 # 50
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?
Answer: B
Explanation:
The Exclusive multimedia profile allows an agent to handle only one interaction at a time across supported channels. This ensures agents who accept voice, email, and chat can focus on a single contact without receiving additional concurrent interactions.
NEW QUESTION # 51
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