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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Configure inbound and outdial telephony options for Webex Contact Center agents - Troubleshoot voice channels configuration mismatches
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe network requirements for Webex Contact Center systems - Analyze real-time and historical dashboards to isolate operational constraints - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds |
| Topic 3: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
| Topic 4: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
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問題 #24
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.)
答案：A,D
解題說明：
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.
問題 #25
Refer to the exhibit.
A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels .
Which configuration object's Multimedia profile is inherited by the agent?
答案：C
解題說明：
The agent inherits the multimedia profile through the Desktop Profile when no explicit multimedia profile is assigned at the agent setting. In Webex Contact Center, desktop profiles govern key agent desktop behavior, including the experience and channel-related defaults that determine what an agent can use when signing in.
The exhibit shows the user has no multimedia profile assigned directly, yet the agent can still accept voice and digital interactions. That means the applicable profile is coming from the desktop configuration assigned through the agent/team path. A skill profile would only describe routing skill values and proficiencies; it does not define how many or which media interactions the desktop can handle. A desktop layout controls widgets and user interface structure, not the multimedia interaction capacity. A site is an organizational grouping and not the source of the inherited multimedia profile in this scenario. The Desktop Profile is therefore the correct configuration object. Reference: Cisco Help, Manage desktop profiles; Webex Contact Center Setup and Administration Guide.
問題 #26
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days.
Which two tools in Webex Connect provide the information needed to resolve the issue? (Choose two.)
答案：B,C
解題說明：
Webex Connect provides two relevant troubleshooting tools for failed transactions: Debug Console and Export Logs. Cisco's Webex Connect Debug Console documentation states that it displays transaction details and historical logs for API, flow, and rule executions, including status, timestamps, service name, transaction source, and errors. That makes it the interactive tool for investigating a specific failure path. Export Logs is the bulk-download mechanism for inbound and outbound transaction logs across channels and can cover the last seven days or more depending on log availability and tenant configuration. Reports are useful for aggregated channel performance and trends, but not for pulling all failed transactions from a specific service with enough technical detail. Watchtower is not the primary transaction log export mechanism in the option set. Templates are reusable message or channel assets, not troubleshooting tools. For a seven-day failure investigation, Debug Console plus Export Logs is the correct pair. Reference: Webex Connect Help, Debug Console; Webex Connect Help, Export Logs.
問題 #27
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?
答案：C
解題說明：
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.
問題 #28
During troubleshooting, an engineer observes high packet loss affecting Webex meetings. Which symptom is MOST likely experienced by users?
答案：D
解題說明：
Packet loss directly impacts real-time media streams, causing symptoms such as choppy audio, robotic voice quality, frozen video, or one-way audio. Collaboration applications are highly sensitive to packet loss because RTP traffic depends on continuous packet delivery with minimal retransmission opportunities.
問題 #29
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