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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
| Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Configure inbound and outdial telephony options for Webex Contact Center agents |
| Tenant Configuration and Reporting | 30% | - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Analyze real-time and historical dashboards to isolate operational constraints - Describe Webex Contact Center reporting analytics and data visibility tracking - Describe network requirements for Webex Contact Center systems |
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NEW QUESTION # 25
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,D
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 # 26
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: D
Explanation:
Real-time transcripts require the call audio stream to be started before the interaction is delivered to the queue or agent. Adding the Media Stream node at that point enables the AI Assistant to receive the live audio needed to generate real-time transcription during the customer interaction.
NEW QUESTION # 27
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: B
Explanation:
The Agent Activity Record repository tracks agent state changes and activity events, including when an agent selects a break or idle reason. Querying this repository provides the count of break occurrences for the agent.
NEW QUESTION # 28
Quantum Innovations wants to automate the handling of these customer queries: product warranty details current promotions delivery timelines nearest store based on a postal code The solution must provide accurate responses quickly and consistently .
Which solution meets the customer requirements?
Answer: D
NEW QUESTION # 29
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: B,D
Explanation:
Before configuring Webex Contact Center digital channels, the integration nodes in Webex Connect must be authorized. Cisco's digital-channel setup documentation explicitly requires completing node authorization in Webex Connect and setting both Webex CC Task and Webex CC Engage nodes to Authorized state. The Task integration lets Webex Connect communicate with Webex Contact Center for task creation, queueing, routing notifications, and task resolution. The Engage integration lets Webex Connect work with conversation objects in Webex Engage, such as creating, appending, resolving, and updating conversations. The wording in the incorrect options places authorization in Webex Engage, but Cisco's procedure puts the pre-built integration authorization under Webex Connect assets and integrations. Digital channel setup depends on those authorizations because the flow cannot queue or resolve a conversation through WxCC without valid access tokens. Therefore, Webex CC Engage and Webex CC Task integration authorization in Webex Connect are the prerequisites. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Webex CC Task Integration Nodes and Node Authorizations.
NEW QUESTION # 30
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