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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Telephony integration configuration - Voice call routing components configuration - Inbound and outbound telephony settings |
| Topic 2: Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Call recording configuration - Agent and supervisor desktop setup - User and team configuration - Reporting dashboards and visualizations |
| Topic 3: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Topic 4: Advanced Features and AI | 25% | - Third-party integrations and APIs - Analytics and optimization - Advanced workflow design - AI-powered routing and automation |
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NEW QUESTION # 36
A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive Whatsapp or SMS interactions. What is missing from the agent configuration to enable the agent to receive those interactions?
Answer: A
Explanation:
WhatsApp and SMS interactions require the agent to have the premium license for digital channel handling. Without the premium license, the agent can handle supported channels such as voice and chat but cannot receive WhatsApp or SMS interactions.
NEW QUESTION # 37
An administrator must connect a customer call to an external IVR service while retaining control of the call and later return it to the original flow.
Which node must the administrator use to make this happen?
Answer: A
Explanation:
Bridged Transfer is the correct node because the requirement is not simply to send the caller away; the administrator must connect the caller to an external IVR while keeping Webex Contact Center call control and then resume the original flow. Cisco's Flow Designer documentation distinguishes Bridged Transfer from Blind Transfer. A blind transfer is terminal: once the call is transferred to the external number, the flow ends and the original flow logic no longer controls the interaction. A Bridged Transfer, by contrast, is designed for scenarios where the caller is temporarily connected to an external destination and then returned to the flow after the external interaction completes. An HTTP Request node is only for data exchange with an external service and cannot bridge media to an IVR. A GoTo node is internal flow navigation and cannot connect the caller to an external IVR. The call-control behavior in the scenario is therefore specifically the Bridged Transfer use case. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 38
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,C
Explanation:
Supervisors can manage recordings by searching for specific customer-agent interactions, filtering recordings based on defined criteria, and tagging recordings with descriptive keywords to support review, compliance tracking, and quality management workflows.
NEW QUESTION # 39
A user requires these capabilities:
Participate in telephone campaigns.
Speak to an agent without the customer hearing.
What is the least privileged role that provides the required capabilities?
Answer: D
Explanation:
The least privileged role that satisfies both capabilities is Supervisor. The user must participate in telephone campaigns and must also speak to an agent without the customer hearing, which is supervisor whisper coaching. Standard and Premium Agent roles can handle assigned interactions based on license capabilities, but they do not provide supervisory monitoring, whisper coaching, barge-in, or team oversight controls. An Administrator role would provide much broader configuration authority than needed, violating the least- privilege requirement. Cisco's Contact Center licensing and role model separates agent capabilities from supervisor capabilities; Premium Agent adds additional digital and reporting capabilities, while Supervisor adds monitoring and assistance functions. Whisper coaching is specifically a supervisor call-monitoring function, not a standard agent function. Because the scenario does not require tenant configuration, user provisioning, routing setup, or recording policy administration, Administrator is excessive. Supervisor is the minimal role that gives the monitoring feature while also supporting campaign participation. Reference: Cisco Help, Manage access in Webex Contact Center; Webex Contact Center Data Sheet.
NEW QUESTION # 40
An administrator must parse complex data returned from an API call within Flow Designer. The required logic cannot be implemented using Pebble Templates, so the administrator decides to use a function.
Which two programming languages can the administrator use to write the function? (Choose two.)
Answer: D,E
Explanation:
Functions in Webex Contact Center Flow Designer are intended for logic that is too complex for native flow expressions or Pebble templates. Cisco supports writing these functions in JavaScript and Python. Those languages are appropriate because they are widely used for lightweight data transformation, JSON parsing, conditional logic, and API response manipulation inside cloud workflows. The scenario says the administrator must parse complex data returned from an API call and cannot implement the logic with Pebble templates, so a function is the correct tool. TypeScript, Go, and Rust are powerful general-purpose languages, but they are not the supported function languages in the Flow Designer function runtime for this exam objective. The answer is not about what languages can parse JSON in theory; it is about what Cisco's Webex Contact Center function feature allows. Therefore JavaScript and Python are the two valid selections. Reference: Cisco Help, Build and manage flows with Flow Designer; Webex Contact Center Flow Designer function documentation.
NEW QUESTION # 41
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