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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
- Implement webhooks and developer APIs to support external database queries
|
| Telephony and Call Routing | 30% | - 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 Webex Contact Center users and identity records - Analyze real-time and historical dashboards to isolate operational constraints - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors |
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NEW QUESTION # 46
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing. While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow.
Which action must the administrator take to resolve the issue?
Answer: A
Explanation:
Webex AI Agents are exposed in newer Flow Designer behavior through the Virtual Agent V2 node. If the administrator only sees Webex CCAI Config in the Virtual Agent field, they are looking at the older virtual agent configuration path rather than the node that supports Webex AI Agents. Cisco's Webex AI Agent documentation distinguishes AI Agent Studio assets and the flow nodes used to connect callers to AI agents.
Reloading Flow Designer would not change the node capability if the wrong activity is selected. Typing the AI agent name manually into a field is not a supported way to bind an unavailable agent object. Creating a generic connector in Control Hub is also not the fix when the organization already has Webex AI agents licensed and ready. The correct operational step is to use the Virtual Agent V2 node, which is designed for the newer Webex AI Agent integration. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Configure Virtual Agent-Voice in Webex Contact Center.
NEW QUESTION # 47
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions.
Which multimedia profile type must be configured for agents to focus only on one contact?
Answer: D
Explanation:
The Exclusive multimedia profile type is used when an agent must handle only one interaction at a time.
Cisco's multimedia-profile model controls how many simultaneous contacts an agent can receive and how different media types are blended. A blended profile can allow multiple channels, and a blended real-time profile is designed for voice plus real-time digital interactions under concurrency rules. Voice Only would restrict agents to voice and would not satisfy a team that handles voice, email, and chat. The scenario is not asking to remove digital channels; it says a few agents cannot focus on multiple interactions. Exclusive solves that by allowing the agent to work one contact regardless of channel, preventing simultaneous assignments that could reduce quality or agent performance. This is a tenant and desktop-experience configuration decision, not a queue routing problem. The agent can still be eligible for the configured channels, but the desktop capacity model keeps workload to one active interaction. Reference: Cisco Help, Webex Contact Center Setup and Administration Guide; Manage desktop profiles.
NEW QUESTION # 48
A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Answer: A
Explanation:
Using an on-premises session border controller as a Local Gateway allows the corporation to keep its existing PSTN carrier and enterprise PBX-based agents while routing calls between the on-premises telephony environment, Webex Calling, and Webex Contact Center.
NEW QUESTION # 49
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: A
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 # 50
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,E
Explanation:
Functions in Webex Contact Center Flow Designer are intended for logic that is too complex for native flow expressions or Pebble templates. Cisco supports writing these functions in JavaScript and Python. Those languages are appropriate because they are widely used for lightweight data transformation, JSON parsing, conditional logic, and API response manipulation inside cloud workflows. The scenario says the administrator must parse complex data returned from an API call and cannot implement the logic with Pebble templates, so a function is the correct tool. TypeScript, Go, and Rust are powerful general-purpose languages, but they are not the supported function languages in the Flow Designer function runtime for this exam objective. The answer is not about what languages can parse JSON in theory; it is about what Cisco's Webex Contact Center function feature allows. Therefore JavaScript and Python are the two valid selections. Reference: Cisco Help, Build and manage flows with Flow Designer; Webex Contact Center Flow Designer function documentation.
NEW QUESTION # 51
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