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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure Webex Contact Center telephony integration and system interfaces - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure multi-tier customer experience variables and thresholds - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure security profiles, skills-based routing rules, and scheduling patterns - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure Webex Contact Center users and identity records |
| Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
|
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NEW QUESTION # 62
A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
Answer: C
Explanation:
A Survivable Gateway enables local call processing functionality during WAN or cloud outages.
Phones can continue placing internal and limited PSTN calls even if connectivity to Webex Calling services fails. Edge Audio and Emergency Responder address different collaboration requirements unrelated to local survivability.
NEW QUESTION # 63
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: B
Explanation:
The Resolve Conversation node is a Webex CC Task/Engage integration node that depends on valid node authorization in Webex Connect. Cisco's Webex Connect documentation states that client applications such as Webex Connect must provide a valid access token to use Cisco Webex Contact Center and Webex Engage APIs, and that the token is generated from the configured node runtime authorization. If the Resolve Conversation node fails because it cannot call the Webex Contact Center integration properly, the administrator must authorize the Webex CC Task integration in Webex Connect with valid credentials.
Changing the administrator password does not directly authorize the node runtime. Agent credentials are irrelevant because the flow node is running as an integration, not as an agent desktop session. A connector under Webex Contact Center integrations may be needed for some external API use cases, but the failing node shown is part of the pre-built Webex Connect/WxCC task authorization path. Reference: Webex Connect Help, Webex CC Task Integration Nodes and Node Authorizations; Resolve Conversation - WXCC.
NEW QUESTION # 64
A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)
Answer: A,C
Explanation:
Skill-based routing in Webex Contact Center requires skill criteria to be associated with queues so contacts can be matched against defined skill requirements. Agents must receive the relevant skill criteria through their teams, which are grouped into call distribution groups, allowing the routing engine to select appropriately skilled agents for the queue.
NEW QUESTION # 65
To elevate their customer experience, Redwood Solutions wants to proactively identify and resolve customer dissatisfaction before it escalates.
Which Cisco AI Assistant feature provides the required functionality?
Answer: D
Explanation:
The requirement is to detect customer dissatisfaction before it escalates. Cisco's AI Assistant reporting and quality features include automatic CSAT scoring, which estimates customer satisfaction from interaction signals and gives the contact center a proactive way to identify poor experiences without waiting for a manual survey response. Topic analytics identifies common contact drivers and trending issues, which is valuable for operational improvement but does not directly score whether a specific customer is dissatisfied. AI-generated summaries reduce after-call work and improve handoff context, but they do not by themselves predict dissatisfaction. Real-time transcripts provide the text foundation for analysis and assistance, but the feature that turns interaction data into a customer-satisfaction signal is automatic CSAT scoring. For a customer- experience program focused on early dissatisfaction detection and proactive resolution, automatic CSAT provides the required risk signal. Reference: Cisco Help, AI Assistant reports in Analyzer; Cisco AI Assistant for Webex Contact Center documentation.
NEW QUESTION # 66
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: C,E
Explanation:
Outdial calling in Webex Contact Center needs both a tenant or system caller-ID source and a desktop permission path that lets the agent place outbound calls. Cisco's Control Hub voice settings document the Default Outdial ANI field, which determines the default caller ID used for outdial behavior when a dial number is not otherwise mapped. Cisco's desktop profile documentation then controls whether an agent can actually use outdial from Agent Desktop. When Outdial is enabled on the desktop profile, the administrator selects the outdial entry point and, where applicable, the Outdial ANI list. Adding an agent to an outbound team is campaign-related and not a prerequisite for ordinary outdial. ANI in Flow Designer can influence call presentation in flows, but it is not the required administrative setup for agent outdial. A wrap-up reason for an outdial queue is useful for classification after a contact, not the base telephony enablement. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage desktop profiles.
NEW QUESTION # 67
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