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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure multi-tier customer experience variables and thresholds - Configure security profiles, skills-based routing rules, and scheduling patterns |
| Topic 2: Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Describe Webex Contact Center telephony architecture options
- Troubleshoot voice channels configuration mismatches
|
| Topic 3: Advanced Features and AI | 25% | - 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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NEW QUESTION # 21
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service-queue/{id}?
Answer: A
Explanation:
A REST PUT request that modifies a contact-service queue is an administrative write operation. Cisco's Webex Contact Center API model uses scopes to separate read-only access from configuration changes. The endpoint /organization/{orgid}/v2/contact-service-queue/{id} updates an existing queue object, so the integration must hold the organization-level administrative write scope. The read scopes, such as cjp:
config_read or cjds:admin_org_read, are appropriate when an application only retrieves configuration data.
They do not authorize mutation of queue configuration. The cjp:user scope is also not sufficient because queue configuration is a tenant or organization-level administrative resource, not a simple user-context operation. The scope cjds:admin_org_write is therefore the correct scope for a PUT operation on contact- service-queue. This matches the principle used throughout Cisco's API documentation: write methods require write-capable scopes, especially for configuration entities. Reference: Webex Contact Center Developer API Reference, Contact Service Queues; Webex Developer, Contact Center Service Apps.
NEW QUESTION # 22
Drag and Drop Question
A user has the agent role and needs a desktop experience that meets these requirements:
- stops receiving inbound engagements without affecting KPIs
- can transfer calls to frequent destinations
- can categorize the call intent
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 23
Refer to the exhibit.
An engineer is integrating Cisco Webex Connect web chat with a CRM platform and must map JSON responses to variables for the Webex Connect flow.
Drag and drop the JSON path expressions from the left onto the corresponding variables on the right. Not all expressions will be used.
Answer:
Explanation:
Explanation:
userId: $.data.users[?(@.phoneNumber == '+1 (555) 123-4567')].userId
currentPage: $.data.currentPage
The JSONPath mapping must match the structure shown in the API response. The userId variable is not a simple top-level property; it sits inside the users array. The expression must filter the users array for the object whose phoneNumber equals +1 (555) 123-4567 and then return that object's userId. That is why the filtered JSONPath expression using $.data.users[?(@.phoneNumber == '+1 (555) 123-4567')].userId is the correct mapping. The currentPage variable is directly under data, so the correct expression is $.data.currentPage.
Expressions such as $.currentPage miss the data wrapper, and $.data.currentPage.number assumes currentPage is an object with a number property, which the response does not show. $.data.user[0] .userId is also wrong because the array name in the response is users, not user, and it would take the first user rather than the matching phone number. Reference: Webex Connect Help, Custom Node Integration; Webex Connect flow data parsing guidance.
NEW QUESTION # 24
A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop.
Which system meets the requirements for WebRTC as the agent phone device?
A )
B )
C )
D )
Answer: A
Explanation:
Option B is the only system profile that aligns with the Webex Contact Center Desktop WebRTC requirements shown in the exhibit. Cisco's desktop system requirements identify supported browsers and agent device models for calling, including Webex Calling desktop/app computer audio and WebRTC handling from Agent Desktop. A practical WebRTC station must have sufficient bandwidth, a supported operating system and browser, and browser settings that do not block required desktop behavior. Option A is weak because the 384 Kbps bandwidth value is below the practical WebRTC threshold shown by the comparison choices. Option C explicitly disables JavaScript, which prevents the browser-based desktop and WebRTC interaction logic from functioning properly. Option D uses a virtual desktop infrastructure condition, which is not the straightforward supported physical workstation profile presented by the question. Option B provides Windows 11, Chrome, physical host type, adequate bandwidth, a medium security level, and disabled pop-up blocking, making it the compliant choice. Reference: Cisco Help, System requirements for Webex Contact Center Desktop; Set up voice channels for Webex Contact Center.
NEW QUESTION # 25
What are the two current default rate limits for a given client ID when Webex Contact Center APIs are protected with rate limiting? (Choose two.)
Answer: A,B
Explanation:
Cisco protects Webex Contact Center APIs with rate limiting per client ID so that one application cannot exhaust shared platform capacity. The current default limit represented in this question is 30 requests per second and 1800 requests per minute for a given client ID. Those two values are the same rate expressed at different time scales, and both are used by administrators and developers when sizing integration retry logic.
The Webex developer guidance also stresses that clients must handle HTTP 429 responses and Retry-After behavior rather than assuming unlimited API throughput. The 300 requests per second and 1000 requests per minute options do not match the stated current Contact Center API limits. The 300 requests per minute figure appears in broader Webex REST API guidance for many APIs, but the question is asking specifically about the Webex Contact Center API limits in this context. Correct integrations should therefore throttle to 30 RPS and 1800 RPM unless Cisco grants or documents a different tenant-specific limit. Reference: Webex Developer, Webex Contact Center APIs; Webex Developer blog, Rate Limiting and the Webex API.
NEW QUESTION # 26
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