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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
- Implement webhooks and developer APIs to support external database queries
|
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Troubleshoot voice channels configuration mismatches
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Tenant Configuration and Reporting | 30% | - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure Webex Contact Center users and identity records - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure multi-tier customer experience variables and thresholds |
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NEW QUESTION # 48
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?
Answer: B
Explanation:
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.
NEW QUESTION # 49
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: B,C
Explanation:
Outdial telephony requires a default outdial ANI to be configured so outbound calls present a valid caller ID. The agent's desktop profile must also have Outdial enabled so the agent can access and initiate outbound calls from Agent Desktop.
NEW QUESTION # 50
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment. Which two configurations are needed to ensure that calls are routed to agents?
(Choose two.)
Answer: C,E
Explanation:
Inbound calls must be associated with a DNIS so the call can enter the correct flow, and the flow must route the contact to a queue that has teams assigned. The assigned teams provide the agent pool that can receive and handle the queued calls.
NEW QUESTION # 51
Refer to the exhibit. Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency. In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)
Answer: A,B
Explanation:
Skill-based routing criteria can be defined by assigning skill requirements to the queue and by specifying skill requirements in the flow when routing the contact. These criteria are matched against the agent's assigned Skill Profile and proficiency values to determine whether the agent is eligible to receive the call.
NEW QUESTION # 52
The Webex app can be accessed from the Agent Desktop to allow agents to communicate with fellow agents, supervisors, or SMEs.
Which two parameter-value combinations are required in the Desktop Layout for the Webex app to be displayed? (Choose two.)
Answer: C,E
Explanation:
The Webex App inside Agent Desktop is controlled through the desktop layout JSON, not merely by installing the Webex App separately. Cisco documentation for supervisor and desktop features points administrators to the webexConfigured setting in the Webex Contact Center desktop layout. The layout also uses the AgentX Webex component identifier to render the embedded Webex application area. That is why the two required parameter combinations are the desktopChatApp object with webexConfigured set to true and the component value agentx-webex. The value webex-app is not the documented component name for this layout object. A generic webexAppEnabled Boolean or webexApp enabled object may look plausible, but it is not the required JSON pattern in the Cisco desktop layout schema. The result is practical: if either the correct component or the webexConfigured flag is absent, the embedded Webex App will not display in Agent Desktop for agent-to-agent, supervisor, or SME collaboration. Reference: Cisco Help, Create custom desktop layout; Supervise your agents and teams.
NEW QUESTION # 53
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