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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Call recording configuration - Reporting dashboards and visualizations - User and team configuration - Agent and supervisor desktop setup |
| Topic 2: Advanced Features and AI | 25% | - Third-party integrations and APIs - AI-powered routing and automation - Advanced workflow design - Analytics and optimization |
| Topic 3: Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Topic 4: Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Telephony integration configuration - Voice call routing components configuration - Voice channel troubleshooting |
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NEW QUESTION # 62
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 # 63
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: D
Explanation:
Real-time transcripts require the media stream to start before the conversation is sent to the queue or agent.
Cisco's AI Assistant real-time transcription feature depends on capturing and streaming the call audio so the platform can produce transcript data for the agent and downstream AI features. If the Media Stream node is placed after the Agent Answered event, the transcript starts too late and misses the early customer interaction and queue/agent transition context. A Condition node can be useful for branching but does not enable transcription by itself. Configuring a Scripted AI Agent is unrelated to enabling AI Assistant real-time transcripts for a live-agent call. The correct flow action is to add the Media Stream node before the call reaches the queue or agent so the media is available for transcription at the right point in the call lifecycle.
Reference: Cisco Help, Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist; AI Assistant reports in Analyzer.
NEW QUESTION # 64
A Webex administrator is adding a new phone number allocated by their Cloud Connected PSTN provider to be configured as Webex Contact Center Entry Point to route inbound calls into the Contact Center IVR. Which two numbers must be used to configure the phone number? (Choose two.)
Answer: B,D
Explanation:
Webex Contact Center phone numbers for entry points can be configured using a valid national phone number format or E.164 format. The number with parentheses is a valid national format, and the number with the country code prefix is a valid E.164-style format for routing inbound calls into the Contact Center IVR.
NEW QUESTION # 65
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node. Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: A,D
Explanation:
The Scheduled Callback node requires the callback schedule date in the supported YYYY-MM- DD format and the schedule timezone so Webex Connect can create the callback at the correct local time.
NEW QUESTION # 66
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: C
Explanation:
A Local Gateway design is the correct migration pattern when the enterprise wants to retain an existing PSTN carrier and on-premises PBX-based agent environment. Cisco positions Local Gateway as the component that integrates the existing on-premises deployment with Webex Calling, allowing organizations to migrate at their own pace while continuing to use existing PSTN and call-control investments. In this design, an on-premises SBC, commonly Cisco Unified Border Element or another supported border element, routes calls between the enterprise environment and Webex Calling/Webex Contact Center. Porting DIDs to Cisco Calling Plan would replace the PSTN arrangement rather than retain it. Asking the PSTN carrier to forward all contact center numbers to Webex Calling may work for a simple design, but it does not retain PBX-based routing and agent connectivity in the same controlled way. The requirement is implementable, and Local Gateway is the documented method. Reference: Cisco Help, Get started with Local Gateway; Webex Contact Center Data Sheet.
NEW QUESTION # 67
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