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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Topic 2: Telephony and Call Routing | 30% | - Telephony integration configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Voice call routing components configuration - Voice channel troubleshooting |
| Topic 3: Advanced Features and AI | 25% | - AI-powered routing and automation - Third-party integrations and APIs - Analytics and optimization - Advanced workflow design |
| Topic 4: Tenant Configuration and Reporting | 30% | - Call recording configuration - Reporting dashboards and visualizations - Network requirements for Webex Contact Center - Agent and supervisor desktop setup - User and team configuration |
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NEW QUESTION # 79
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center.
Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
Answer: A,E
Explanation:
Screen recording with call audio in Webex Contact Center is a quality-management capability, not a generic flow or Webex Connect capability. Cisco positions Webex Workforce Optimization as the suite for quality management, workforce management, and related supervisor quality workflows. Screen recording requires the WFO quality management components and the proper Quality Management entitlement or license. Custom connectors to conversation intelligence platforms may export or analyze conversation data, but they do not create the native supervisor screen-recording capability. Webex Connect is the CPaaS/digital-channel automation platform and is not used to capture agent desktop screens with call audio. Calabrio ONE is historically associated with workforce optimization, but the Cisco answer pattern for current Webex Contact Center setup is Webex WFO plus the Quality Management license. That combination gives supervisors the recording and evaluation layer needed to review agent application usage and process compliance. Reference:
Cisco Help, Webex Contact Center Setup and Administration Guide; Webex Contact Center Data Sheet.
NEW QUESTION # 80
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: D,E
Explanation:
The Debug Console exhibit shows an SMTP failure for an outbound email transaction. In Webex Connect email asset configuration, the service provider settings must match the SMTP connection requirements, including the server address, port, authentication method, and security method. The failure pattern represented in this question points to connection-level SMTP mistakes: an incorrect SMTP server port and an incorrect SMTP security method. Those two errors commonly prevent the platform from establishing or negotiating the SMTP session at all. An incorrect username would usually produce an authentication failure after the connection is made, and an incorrect server address would present a DNS or host connection error rather than the specific pairing shown. The asset not being registered to Webex Engage affects channel registration and conversation use cases, but the exhibit specifically identifies SMTP failure in the email channel. Therefore the port and security method are the two configuration mistakes. Reference: Webex Connect Help, Email - WXCC; Webex Connect Help, Debug Console.
NEW QUESTION # 81
An engineer deploys Webex Contact Center Desktop profiles. Supervisors can monitor calls, but agents cannot access CRM widgets during active calls. Which configuration area should be verified first?
Answer: D
Explanation:
CRM widgets and embedded applications are controlled through the desktop layout configuration, typically defined in JSON format. If widgets are missing during calls, the layout configuration likely lacks the correct panel or visibility conditions. Multimedia profiles affect channel permissions, not desktop widget rendering behavior.
NEW QUESTION # 82
A Webex Contact Center engineer is configuring a new chat digital channel for their organization.
Chat digital channel interactions will be handled by Webex Contact Center agents. Which two actions must be taken as part of the configuration? (Choose two.)
Answer: D,E
Explanation:
A chat digital channel must be created with Chat as the channel type so Webex Contact Center can process chat interactions. The chat asset must also be assigned to the channel so the deployed web chat widget is linked to the channel that routes conversations to agents.
NEW QUESTION # 83
A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?
Answer: C
Explanation:
Skills-based routing evaluates agent competencies and routes interactions according to predefined skill attributes and proficiency levels. This improves customer experience and first- contact resolution. Round robin and longest available methods distribute workload but do not consider specialized agent expertise.
NEW QUESTION # 84
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