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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure multi-tier customer experience variables and thresholds - Configure Webex Contact Center users and identity records - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Analyze real-time and historical dashboards to isolate operational constraints |
| Topic 2: Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
- Describe AI capabilities within Webex Contact Center architectures
|
| Topic 3: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 4: Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Troubleshoot voice channels configuration mismatches
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
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NEW QUESTION # 39
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: D
Explanation:
The CSR Report - Yesterday is based on Customer Session Records and provides contact-level session details, including whether a session was recorded. This allows the manager to verify which specific contact sessions have associated recordings.
NEW QUESTION # 40
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: B,D
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 # 41
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: A
Explanation:
Agent break behavior is an agent-state activity, so the correct Analyzer repository is Agent Activity Record.
Cisco's Analyzer documentation explains that Analyzer repositories separate session-level and activity-level data for customers and agents. A break is not a customer contact segment and not a call session metric; it is a state transition or activity performed by the agent. Agent Activity Record is the repository that captures detailed agent activity state events, idle codes, availability changes, and similar state-driven information.
Customer Session Record summarizes the end-to-end customer session. Customer Activity Record captures customer/contact activities such as call segments and handling details. Agent Session Record summarizes an agent's signed-in session, but it does not provide the granular count of times an agent entered a break state.
For counting how many times an agent went on a break, the report needs the activity-level state records, not the session summary. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 42
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node.
Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: B,C
Explanation:
A Scheduled Callback activity must know when the callback should occur and the timezone in which that schedule should be interpreted. Cisco's callback scheduling API and Webex Connect scheduling behavior use normalized date/time inputs so a callback is created at the expected customer time. The date format in the answer set is YYYY-MM-DD, which is the standard year-month-day format used by modern APIs and scheduling fields. The timezone is required because the same date and time can represent different UTC instants depending on the caller's or business's region. Customer name and phone ANI may be useful data in a broader callback workflow, but they are not the two key values asked here for configuring the Scheduled Callback node successfully. The YYYY-DD-MM format is not the accepted ordering and would create ambiguous or invalid schedules. The correct pair is therefore schedule date in YYYY-MM-DD format and schedule timezone. Reference: Webex Developer, Callback Schedule API; Webex Connect Help, Event Scheduler and scheduled flow activities.
NEW QUESTION # 43
Refer to the exhibit. A Webex Contact Center agent-initiated outbound email did not reach the recipient. While investigating, a Webex Contact Center engineer sees this output in Webex Connect Debug Console tool. Which two mistakes cause this issue? (Choose two.)
Answer: B,D
Explanation:
Reason code 7554 indicates an SMTP failure for email delivery. In an outbound email asset, an incorrect SMTP port or incorrect SMTP security method can prevent Webex Connect from establishing the required SMTP connection successfully.
NEW QUESTION # 44
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