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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - Call recording configuration - User and team configuration - Reporting dashboards and visualizations |
| Topic 2: Telephony and Call Routing | 30% | - Voice call routing components configuration - Voice channel troubleshooting - Telephony integration configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings |
| Topic 3: Advanced Features and AI | 25% | - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization - AI-powered routing and automation |
| Topic 4: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
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NEW QUESTION # 31
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: B,D
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 # 32
Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?
Answer: A
Explanation:
When a Multimedia Profile is not assigned directly to the agent, the agent inherits the Multimedia Profile from the assigned Desktop Profile. This controls the channels and concurrent interaction capacity available to the agent.
NEW QUESTION # 33
A customer integrates Salesforce with Webex Contact Center. Screen pop functionality fails intermittently during inbound calls. Which issue is MOST likely responsible?
Answer: A
Explanation:
Screen pop integrations frequently rely on browser-based events or new windows. Modern browsers often block automatic pop-ups unless explicitly permitted. Intermittent failures commonly result from inconsistent browser security behavior or user permissions. SIP signaling, codec selection, and SRTP do not directly control CRM screen pop operations.
NEW QUESTION # 34
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: A,D
Explanation:
The Microsoft Dynamics 365 connector supports certificate-based OAuth authentication for secure integration with Dynamics 365. It also supports CRM-integrated agent workflows, such as screen pops, case handling, and activity logging from the Webex Contact Center integration.
NEW QUESTION # 35
A user has the agent role and needs a desktop experience that meets these requirements: stops receiving inbound engagements without affecting KPIs can transfer calls to frequent destinations can categorize the call intent .
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.
Answer:
Explanation:
Explanation:
Create idle codes and add them to the desktop profile.
Create an address book and add it to the desktop profile.
Create wrap-up codes and add them to the desktop profile.
The requested desktop experience maps to three desktop-profile objects. First, to stop receiving inbound engagements without hurting KPIs, agents need an idle code configured in the desktop profile. Idle codes allow agents to move out of available status for recognized reasons rather than appearing as missed or mishandled contacts. Second, to transfer calls to frequent destinations, the administrator creates an address book and assigns it to the desktop profile so those destinations are available in Agent Desktop consult and transfer workflows. Third, to categorize the call intent, wrap-up codes must be created and added to the desktop profile so agents can classify the interaction after handling. A multimedia profile set to Exclusive would restrict simultaneous contacts, but it does not address transfer destinations, KPI-safe unavailable states, or call intent classification. Screen pop settings are related to CRM display behavior, not this stated goal.
Reference: Cisco Help, Manage desktop profiles; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 36
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