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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Configure security profiles, skills-based routing rules, and scheduling patterns |
| Topic 3: Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
- Describe AI capabilities within Webex Contact Center architectures
|
| Topic 4: Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Configure inbound and outdial telephony options for Webex Contact Center agents - Troubleshoot voice channels configuration mismatches
|
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NEW QUESTION # 16
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: A,B
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 17
A deployment engineer must ensure that Webex Calling traffic receives priority treatment across the enterprise WAN. Which QoS approach is recommended?
Answer: B
Explanation:
Cisco recommends marking voice media traffic with DSCP EF (Expedited Forwarding) to prioritize latency-sensitive audio traffic across the network. This improves call quality during congestion. Best-effort forwarding provides no prioritization, while NAT and RED do not specifically guarantee low-latency treatment for voice applications.
NEW QUESTION # 18
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 # 19
Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?
Answer: D
Explanation:
Webex Contact Center supports G.711 u-law and G.711 a-law for PSTN media. Calls arriving into Webex Contact Center must use supported audio codecs so media can be processed correctly for IVR, routing, recording, and agent handling.
NEW QUESTION # 20
An engineer must generate a report that details the number of times an agent took or placed a call.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: C
Explanation:
The number of times an agent took or placed a call is counted from customer/contact activity data because the metric is tied to handled interactions, not simply to agent state. Cisco Analyzer divides data into agent records and customer records. Agent Activity Record is useful for state transitions such as available, idle, break, and activity-state duration. Agent Session Record summarizes the agent's login session. Customer Session Record summarizes the overall customer session. Customer Activity Record captures contact activities and interaction legs, which is where answered calls, outbound calls, transfer-related activity, and agent handling events are represented. When the business question is how many calls an agent took or placed, the repository must count interaction activity associated with the agent. That is why Customer Activity Record is the correct source. The distinction is important: agent repositories explain what the agent was doing over time, while customer activity repositories explain what happened to contacts and calls. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 21
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