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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Advanced workflow design - AI-powered routing and automation - Third-party integrations and APIs - Analytics and optimization |
| Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Voice call routing components configuration - Voice channel troubleshooting - Webex Contact Center telephony architecture options - Telephony integration configuration |
| Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Network requirements for Webex Contact Center - User and team configuration - Agent and supervisor desktop setup - Call recording configuration |
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
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NEW QUESTION # 54
Refer to the exhibit.
A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops .
Why is the designer having this issue?
Answer: D
Explanation:
In Flow Designer, a Play Message activity must have a valid prompt source. Cisco documents that Flow Designer can play prerecorded audio files or text-to-speech prompts and that TTS content must be configured correctly for Cisco Cloud Text-to-Speech. The exhibit indicates a simple flow that should play a message and then disconnect. If callers hear nothing and the call immediately drops, the most direct cause is that the message node has no valid TTS message configured or the TTS value is invalid. A codec mismatch would typically affect media negotiation more broadly, not only the absence of configured prompt text. A missing audio file would apply if the node used an audio file, but the answer choice points to TTS configuration.
Cisco Cloud Text-to-Speech being unavailable would be a service-side outage, which is less consistent with a designer-created flow issue. The local misconfiguration is the invalid or missing TTS message. Reference:
Cisco Help, Build and manage flows with Flow Designer; Text-to-Speech in Webex Contact Center.
NEW QUESTION # 55
An administrator configured a Webex bot for internal users to report IT issues via the Webex App. Incoming messages are sent to a webhook endpoint managed by Webex Connect, with conversation logic in a single flow. The administrator notices that each time a user sends a message, the flow in Webex Connect starts from the beginning, rather than continuing the conversation from where it left off.
Which action must the administrator take in the Webex Connect flow to prevent the conversation from restarting with each message?
Answer: D
Explanation:
A Webex bot conversation must preserve conversation context between incoming messages. If each incoming message starts the Webex Connect flow from the beginning, the flow is treating every webhook event as a new start event instead of waiting for the next message from the same user. The Receive node is the correct mechanism for continuing the flow after the initial webhook trigger. It should use a custom event that matches the user email, because the user identity is what links the next inbound message to the same conversation path. Matching the bot email would identify the bot endpoint, not the specific human conversation participant.
Creating multiple webhooks for different steps would fragment the design and still would not preserve state cleanly. A Call Flow node is useful for modularizing logic but does not by itself wait for and correlate the user's next message. The Receive node with the user-email custom event keeps the conversation from restarting. Reference: Webex Connect Help, Receive Node and flow debugging; Webex Connect Webex Chat
/Webex Engage documentation.
NEW QUESTION # 56
Webex Contact Center agents cannot use WebRTC to make and receive calls. What must be configured on their Desktop profile to enable this functionality?
Answer: B
Explanation:
WebRTC calling in Webex Contact Center is enabled by allowing the Desktop telephony option in the agent's Desktop Profile. This lets agents use Agent Desktop as the voice endpoint directly from the browser instead of using an external DN or extension.
NEW QUESTION # 57
A customer wants AI-generated call summaries for agents after each interaction in Webex Contact Center. Which Cisco cloud feature provides this capability?
Answer: C
Explanation:
Webex AI Assistant provides AI-driven capabilities such as automated call summaries, suggested responses, and transcription analysis within Webex Contact Center. These features improve agent productivity and reduce wrap-up time. The other listed technologies focus on connectivity, messaging, or hybrid infrastructure rather than AI functionality.
NEW QUESTION # 58
Refer to the exhibit. A Webex Contact Center engineer is deploying a chat digital channel widget for Companyabc. After the chat digital channel widget code is implemented in the company website, the chat digital channel widget does not load. While investigating Webex Contact Center, engineer sees this output in the web browser. What is causing this issue?
Answer: A
Explanation:
The Web Chat Asset is configured with a domain pattern that does not match the website domain shown in the browser request. Because the widget validates the requesting website against the configured asset domain, the chat widget fails to load when the domain is incorrect.
NEW QUESTION # 59
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