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| Section | Weight | Objectives |
|---|---|---|
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Agent and supervisor desktop setup - Reporting dashboards and visualizations - Call recording configuration - User and team configuration |
| Telephony and Call Routing | 30% | - Voice call routing components configuration - Telephony integration configuration - Voice channel troubleshooting - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options |
| Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
| Advanced Features and AI | 25% | - Third-party integrations and APIs - Advanced workflow design - AI-powered routing and automation - Analytics and optimization |
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NEW QUESTION # 62
A Webex Contact Center manager wants to verify which contact sessions were recorded.
Which stock report in Webex Contact Center Analyzer must be used to achieve the goal?
Answer: C
Explanation:
To verify which contact sessions were recorded, the manager needs a contact-session report, not a team or site inventory report. Cisco's Analyzer stock reports include CSR reports that are based on Customer Session Record data. The CSR Report - Yesterday is a stock historical report suitable for reviewing completed customer sessions and whether those sessions include recording-related indicators. Team Contact Details and Site Contact Details can be useful for operational breakdowns by team or site, but the question asks which contact sessions were recorded, which aligns with the customer session record. A Usage Report is generally used for consumption or system usage and is not the direct stock report for contact session recording verification. The exam wording points to the standard Analyzer repository/reporting structure: CSR summarizes the end-to-end customer interaction and is the right source when validating recorded contact sessions. Reference: Cisco Help, Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 63
An engineer is designing a Cisco Webex Contact Center call queue.
Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.
Answer:
Explanation:
Explanation:
See mapping below
After 180 seconds, agents from other sites must be able to take the call: Create agent-based teams; Add a Call Distribution Group that uses the remaining agents' team after the specified delay.
Only agents with a language ranking of > = 5 can take the call: Create a skill profile and set Type to Proficiency in the Skill Definition settings; Define skill requirements for the Queue activity where the caller's spoken language is > = 5.
The completed mapping follows Cisco's two different routing constructs. For the 180-second requirement, the call first targets the local or primary agents and then expands after a delay. Cisco documents Call Distribution Groups as the method used by non-skill queues to define levels of teams that become eligible after configured intervals. That is why an agent-based team plus a delayed call distribution group is the right match; a capacity- based team is used for unmanaged destinations and does not represent normal agent routing. The language- ranking requirement is different. It must be handled through skills and proficiency. Cisco documents skill definitions, skill profiles, and queue skill requirements as the pieces used to limit routing to agents with matching skill values. Therefore the skill definition must use Proficiency and the Queue activity must define the language requirement of at least 5. A Best Available Agent queue alone is insufficient unless the skill requirement is actually applied. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 64
A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
Answer: D
Explanation:
A Survivable Gateway enables local call processing functionality during WAN or cloud outages.
Phones can continue placing internal and limited PSTN calls even if connectivity to Webex Calling services fails. Edge Audio and Emergency Responder address different collaboration requirements unrelated to local survivability.
NEW QUESTION # 65
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: C,E
Explanation:
Flow Designer functions support JavaScript and Python for implementing custom logic. These languages can be used to parse complex API response data and return processed values back into the flow when Pebble Templates are not sufficient.
NEW QUESTION # 66
An administrator is adding a custom connector to integrate a third-party application with their Webex Contact Center org using OAuth 2.0 for authentication.
Which two grant types must the administrator choose to accomplish this task? (Choose two.)
Answer: B,C
Explanation:
For OAuth 2.0 custom connector authentication in Webex Contact Center, Cisco documents client credentials using either a client secret or a private key/certificate method. The custom connector configuration supports Client credentials - client secret, where the administrator enters a client ID and client secret, and Client credentials - private key, where the private key corresponds to the certificate material used by the application.
Those two choices are valid grant/authentication methods for service-to-service integration because a backend connector needs machine-to-machine authorization rather than a user authorization code flow. Client credentials - token is not a grant type; the token is the output of a successful OAuth exchange. Client credentials - certificate is too imprecise in the option set because Cisco's configuration wording identifies private key/certificate material. Server credentials - certificate is not a documented OAuth grant type for the Webex Contact Center custom connector. Reference: Cisco Help, Configure custom connector for Webex Contact Center; Webex Developer, Integrations and Authorization.
NEW QUESTION # 67
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