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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
|
| Tenant Configuration and Reporting | 30% | - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors - 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 - Describe network requirements for Webex Contact Center systems - Analyze real-time and historical dashboards to isolate operational constraints |
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Configure inbound and outdial telephony options for Webex Contact Center agents - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
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NEW QUESTION # 64
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
Answer: B
Explanation:
With Bring Your Own PSTN, inbound call delivery depends on the customer's SBC and SIP trunk connectivity. A reorder tone followed by call drop commonly indicates a trunk, routing, or SIP signaling failure, so checking the SIP trunk status on the customer SBC is the correct first action to identify the cause.
NEW QUESTION # 65
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,E
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 # 66
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: B,E
Explanation:
The Microsoft Dynamics 365 connector supports certificate-based OAuth authentication for secure integration with Dynamics 365. It also supports CRM-integrated agent workflows, such as screen pops, case handling, and activity logging from the Webex Contact Center integration.
NEW QUESTION # 67
An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?
Answer: B
Explanation:
In Webex Contact Center, some internal transfer scenarios can end or modify the original interaction context associated with the workflow. Because post-call surveys rely on that context, transfers between queues may prevent the trigger from executing. This is especially common when workflows are not configured to preserve session continuity across transfers.
NEW QUESTION # 68
Refer to the exhibit. A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops. Why is the designer having this issue?
Answer: C
Explanation:
The Play Message activity is present, but the Text-to-Speech Message field is empty or invalid.
Because there is no valid prompt content to play, callers hear no message and the flow proceeds to disconnect the call.
NEW QUESTION # 69
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