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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Voice call routing components configuration - Webex Contact Center telephony architecture options - Telephony integration configuration - Inbound and outbound telephony settings - Voice channel troubleshooting |
| Topic 2: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Topic 3: Tenant Configuration and Reporting | 30% | - Call recording configuration - Network requirements for Webex Contact Center - Agent and supervisor desktop setup - User and team configuration - Reporting dashboards and visualizations |
| Topic 4: Advanced Features and AI | 25% | - Analytics and optimization - Advanced workflow design - Third-party integrations and APIs - AI-powered routing and automation |
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NEW QUESTION # 49
A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill- based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction.
Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)
Answer: A,D
Explanation:
In Webex Contact Center, skill-based routing is built from two sides: the queue must express the skill requirement, and the agent must have the matching skill profile. Cisco's official routing and queueing documentation separates skill-based queues from non-skill queues and describes both skill criteria assigned directly to a queue and skill requirements assigned in a flow. Because the question specifically says the customer wants to use skill criteria assigned to queue functionality, the queue configuration must include the skill criteria. The agent side is handled through the skill profile assigned in the agent's settings; that profile carries the agent's skill values and proficiencies used by routing. Associating agents directly to the queue is a non-skill or agent-assignment model, and call distribution groups are for expanding team eligibility over time, not for defining agent skills. Assigning skill criteria to teams is also not the model Cisco documents.
Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 50
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node. Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: C,D
Explanation:
The Scheduled Callback node requires the callback schedule date in the supported YYYY-MM- DD format and the schedule timezone so Webex Connect can create the callback at the correct local time.
NEW QUESTION # 51
Which two domains must be allowed through the firewall or VPN of the organization to ensure that the WxCC Agent Desktop can connect and function correctly? (Choose two.)
Answer: B,E
Explanation:
Agent Desktop connectivity depends on the Webex service domains and the Contact Center service domain being reachable over HTTPS. Cisco's security and network documentation for Webex Contact Center includes domain allow-listing so the browser desktop can load scripts, APIs, authentication paths, media-related services, and Contact Center application components. The official domain patterns include Webex domains such as *.wbx.com on port 443 and Contact Center service domains such as *.ciscoccservice.com on port 443.
Blocking either can prevent the desktop from loading, authenticating, or communicating with Contact Center services. The ucce.com domain is associated with Unified Contact Center Enterprise naming, not Webex Contact Center Agent Desktop. The generic amazonaws.com domain may appear in some cloud service paths, but it is not one of the two direct required domain answers here. The wxcc.com option is also not the official service domain in the documented network requirement list. Reference: Cisco Help, Set up security for Webex Contact Center; System requirements for Webex Contact Center Desktop.
NEW QUESTION # 52
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode.
Which two nodes in Webex Connect are needed to implement this authentication? (Choose two.)
Answer: A,C
Explanation:
SMS-based one-time passcode authentication requires generating the passcode and sending it to the user over SMS. Webex Connect includes a Generate OTP node for creating the random passcode and an SMS node for delivering the generated value to the customer's mobile number. Those two nodes form the minimum authentication workflow. A Profile node can retrieve or update customer profile information but does not generate or deliver the passcode. A Data Parser node can parse structured responses, which is useful after API calls, but it is not required to create and transmit an OTP. An Evaluate node can compare the customer's submitted passcode to the stored/generated value later in the flow, but the question asks which two nodes are needed to implement authentication via SMS using a randomly generated passcode. The foundational nodes are Generate OTP and SMS. Reference: Webex Connect Help, Generate OTP node; SMS Node; Webex Connect flow builder documentation.
NEW QUESTION # 53
Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?
Answer: B
Explanation:
The flow must explicitly set the global language variable to the required Spanish locale and set the global voice-name variable to the approved Spanish voice system name. This ensures the AI Agent uses Spanish for responses and applies the intended consistent voice regardless of caller location or dialect.
NEW QUESTION # 54
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