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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features and AI | 25% | - Third-party integrations and APIs - Advanced workflow design - AI-powered routing and automation - Analytics and optimization |
| Topic 2: Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
| Topic 3: Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Call recording configuration - Agent and supervisor desktop setup - User and team configuration - Reporting dashboards and visualizations |
| Topic 4: Telephony and Call Routing | 30% | - Telephony integration configuration - Voice channel troubleshooting - Voice call routing components configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings |
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NEW QUESTION # 54
A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill-based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)
Answer: A,C
Explanation:
Skill-based routing in Webex Contact Center requires skill criteria to be associated with queues so contacts can be matched against defined skill requirements. Agents must receive the relevant skill criteria through their teams, which are grouped into call distribution groups, allowing the routing engine to select appropriately skilled agents for the queue.
NEW QUESTION # 55
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: C
Explanation:
Webex AI Agent is configured through the Virtual Agent V2 node. The older Virtual Agent node is used for legacy CCAI-style virtual agent configurations, which is why only the Webex CCAI Config appears in the Virtual Agent field.
NEW QUESTION # 56
Quantum Innovations wants to automate the handling of these customer queries:
- product warranty details
- current promotions
- delivery timelines
- nearest store based on a postal code
The solution must provide accurate responses quickly and consistently. Which solution meets the customer requirements?
Answer: C
Explanation:
An autonomous AI agent can understand customer intent, retrieve or generate accurate responses from connected business knowledge and systems, and handle varied self-service queries consistently without requiring a rigid predefined script.
NEW QUESTION # 57
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 # 58
An enterprise requires that customer interaction recordings remain within a specific geographic region for compliance reasons. Which Webex Contact Center capability addresses this requirement?
Answer: D
Explanation:
Regional media storage policies help organizations comply with data residency regulations by ensuring recordings and interaction data remain stored within approved geographic regions.
SRST and survivability address telephony continuity, while DSCP rewriting only impacts traffic prioritization and has no relationship to compliance storage requirements.
NEW QUESTION # 59
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