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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Voice call routing components configuration - Voice channel troubleshooting - Telephony integration configuration - Webex Contact Center telephony architecture options |
| Advanced Features and AI | 25% | - Third-party integrations and APIs - Advanced workflow design - AI-powered routing and automation - Analytics and optimization |
| Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - User and team configuration - Network requirements for Webex Contact Center - Call recording configuration - Agent and supervisor desktop setup |
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
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NEW QUESTION # 21
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: C
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 # 22
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 # 23
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App.
Which three actions must be taken to meet these requirements? (Choose three.)
Answer: A,B,C
Explanation:
Webex App state synchronization is configured under the Desktop > Webex App configuration area, where the administrator enables Webex App integration, enables state synchronization, and maps Webex availability states to Webex Contact Center idle codes. The requested behavior is specific: when an agent is on a non- contact-center Webex App call, Agent Desktop must move to the configured WebexAppCall idle state.
Cisco's documentation identifies the Webex availability state as On a Call for this situation, not Outgoing Call. Therefore, On a Call must be mapped to the WebexAppCall idle code. The idle code must already exist in Webex Contact Center; it does not need to be added to a desktop layout, because idle codes are assigned through desktop profile configuration rather than layout JSON. The option that places state synchronization under Collaboration in the desktop profile does not match the stated Control Hub path. The three required actions are enabling the Webex App integration, mapping On a Call, and enabling State Synchronization.
Reference: Cisco Help, Manage desktop profiles; Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365, state synchronization section.
NEW QUESTION # 24
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: A,B
Explanation:
WxCC Agent Desktop requires access to Webex platform services and Webex Contact Center service domains over HTTPS. Allowing these domains through the organization firewall or VPN ensures that agents can authenticate, load the desktop, and maintain required service connectivity.
NEW QUESTION # 25
A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder. Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?
Answer: A
Explanation:
The Queue Task node is used in the Webex Connect flow to submit the email interaction to Webex Contact Center for routing and contact distribution. It places the digital interaction into the appropriate entry point or queue so an available agent can receive and handle it.
NEW QUESTION # 26
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