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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Describe Webex Contact Center telephony architecture options
|
| Topic 2: Digital Channels | 15% | - 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: Tenant Configuration and Reporting | 30% | - Configure security profiles, skills-based routing rules, and scheduling patterns - 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 - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure Webex Contact Center users and identity records |
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NEW QUESTION # 11
An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?
Answer: C
NEW QUESTION # 12
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing.
While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow. Which action must the administrator take to resolve the issue?
Answer: C
Explanation:
Webex AI Agent is configured through the Virtual Agent V2 node. The older Virtual Agent node is used for legacy CCAI-style virtual agent configurations, which is why only the Webex CCAI Config appears in the Virtual Agent field.
NEW QUESTION # 13
The Cisco Webex Contact Center manager asks for a report that summarizes this information from the previous week:
List of each call -
Caller's number -
Queue and queue duration -
Final agent -
Drag and drop the fields from the left onto the corresponding categories on the right that are needed to create this report. Not all options are used.
Answer:
Explanation:
Explanation:
Repository: Customer Session Record.
Segment Data: Contact Start Timestamp and Queue Duration.
Profile Variable: ANI, Agent Login, and Final Queue Name.
The report needs one row for each call, the caller's number, queue timing, and final agent. Cisco Analyzer separates data into repositories and data classes. Customer Session Record is the proper repository because it represents the end-to-end customer contact session and contains the contact session identifier needed for a list of calls. Contact Start Timestamp and Queue Duration are segment-level metrics that describe when the contact began and how long it waited in the queue. ANI, Agent Login, and Final Queue Name are profile or reporting variables that identify the caller's number, the final handling agent, and the queue outcome. Burn Index, abandoned service-level count, and idle code fields are not part of this requested report. Agent Activity Record would be appropriate for agent state history, but this report is customer-contact centered. Customer Activity Record is useful for detailed contact activities, but the drag-and-drop target asks for the repository and field groupings shown. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 14
Refer to the exhibit. A Webex Contact Center engineer is investigating chat digital channel failure.
The engineer checks the failing transaction in the Webex Connect flow debugger and sees this output for Resolve Conversation node. Which action must the engineer take to resolve the issue?
Answer: D
Explanation:
The Resolve Conversation node uses the Webex CC Task integration to create or resolve the digital interaction task with Webex Contact Center. A 401 Unauthorized response with invalid credentials indicates that the integration authorization in Webex Connect is missing, expired, or using invalid credentials, so it must be reauthorized with valid credentials.
NEW QUESTION # 15
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: B
Explanation:
The Bridged Transfer node connects the caller to an external IVR or destination while Webex Contact Center retains control of the interaction. After the external service completes, the call can return to the original flow for continued processing.
NEW QUESTION # 16
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