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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure multi-tier customer experience variables and thresholds - Configure Webex Contact Center users and identity records - Configure desktop layouts and custom desktop profiles for agents and supervisors - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems |
| Topic 2: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| 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 infrastructure components to route voice calls within Webex Contact Center flows
- Troubleshoot voice channels configuration mismatches
|
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NEW QUESTION # 65
A Webex Contact Center engineer is configuring a new Webex Contact Center tenant and wants to implement digital channels. Which two actions must be taken before setting up digital channels? (Choose two.)
Answer: C,D
Explanation:
Before configuring digital channels, the administrator must authorize the required Webex Contact Center integrations in Webex Connect. Webex CC Engage enables digital channel engagement services, and Webex CC Task enables digital interactions to be created and routed as contact center tasks.
NEW QUESTION # 66
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 # 67
Drag and Drop Question
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:
NEW QUESTION # 68
Webex Contact Center agents cannot use WebRTC to make and receive calls.
What must be configured on their Desktop profile to enable this functionality?
Answer: C
Explanation:
WebRTC voice in Webex Contact Center is exposed to agents through the Desktop telephony option. Cisco's desktop profile documentation lists voice channel options, including Agent DN, Extension, and Desktop. The Desktop option allows the agent to sign in through the browser and use the Agent Desktop as the voice device rather than entering an external directory number or extension. Cisco's voice channel setup documentation also describes WebRTC-capable agents selecting Desktop under their telephony option so calls are routed to the Agent Desktop device. Browser is not a desktop profile voice option; it describes the client environment.
Extension and Agent DN are traditional station credentials and would make the agent use a phone or configured number instead of browser-based WebRTC. Therefore, to enable agents to make and receive calls using WebRTC, the administrator must configure the Desktop option in the desktop profile. Reference: Cisco Help, Manage desktop profiles; Set up voice channels for Webex Contact Center.
NEW QUESTION # 69
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days.
Which two tools in Webex Connect provide the information needed to resolve the issue? (Choose two.)
Answer: A,B
Explanation:
Webex Connect provides two relevant troubleshooting tools for failed transactions: Debug Console and Export Logs. Cisco's Webex Connect Debug Console documentation states that it displays transaction details and historical logs for API, flow, and rule executions, including status, timestamps, service name, transaction source, and errors. That makes it the interactive tool for investigating a specific failure path. Export Logs is the bulk-download mechanism for inbound and outbound transaction logs across channels and can cover the last seven days or more depending on log availability and tenant configuration. Reports are useful for aggregated channel performance and trends, but not for pulling all failed transactions from a specific service with enough technical detail. Watchtower is not the primary transaction log export mechanism in the option set. Templates are reusable message or channel assets, not troubleshooting tools. For a seven-day failure investigation, Debug Console plus Export Logs is the correct pair. Reference: Webex Connect Help, Debug Console; Webex Connect Help, Export Logs.
NEW QUESTION # 70
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