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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure Webex Contact Center users and identity records - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure multi-tier customer experience variables and thresholds - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Topic 2: Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure Webex Contact Center telephony integration and system interfaces |
| Topic 3: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 4: Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
|
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NEW QUESTION # 21
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,D
Explanation:
The Webex app must be enabled in the desktopChatApp configuration, and the Webex app component must be included in the Desktop Layout header configuration so the icon is displayed in Agent Desktop.
NEW QUESTION # 22
Drag and Drop Question
An engineer is designing a Cisco Webex Contact Center call queue. Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 23
An administrator must connect a customer call to an external IVR service while retaining control of the call and later return it to the original flow.
Which node must the administrator use to make this happen?
Answer: C
Explanation:
Bridged Transfer is the correct node because the requirement is not simply to send the caller away; the administrator must connect the caller to an external IVR while keeping Webex Contact Center call control and then resume the original flow. Cisco's Flow Designer documentation distinguishes Bridged Transfer from Blind Transfer. A blind transfer is terminal: once the call is transferred to the external number, the flow ends and the original flow logic no longer controls the interaction. A Bridged Transfer, by contrast, is designed for scenarios where the caller is temporarily connected to an external destination and then returned to the flow after the external interaction completes. An HTTP Request node is only for data exchange with an external service and cannot bridge media to an IVR. A GoTo node is internal flow navigation and cannot connect the caller to an external IVR. The call-control behavior in the scenario is therefore specifically the Bridged Transfer use case. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 24
A Webex Contact Center manager wants to verify which contact sessions were recorded.
Which stock report in Webex Contact Center Analyzer must be used to achieve the goal?
Answer: B
Explanation:
To verify which contact sessions were recorded, the manager needs a contact-session report, not a team or site inventory report. Cisco's Analyzer stock reports include CSR reports that are based on Customer Session Record data. The CSR Report - Yesterday is a stock historical report suitable for reviewing completed customer sessions and whether those sessions include recording-related indicators. Team Contact Details and Site Contact Details can be useful for operational breakdowns by team or site, but the question asks which contact sessions were recorded, which aligns with the customer session record. A Usage Report is generally used for consumption or system usage and is not the direct stock report for contact session recording verification. The exam wording points to the standard Analyzer repository/reporting structure: CSR summarizes the end-to-end customer interaction and is the right source when validating recorded contact sessions. Reference: Cisco Help, Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 25
A Webex Contact Center environment uses only Webex Calling registered endpoints for agent connection and requires that unanswered customer calls are requeued to be handled by the next available agent. Any direct unanswered call to the agent must roll to their designated voicemail.
Which configuration meets this requirement?
Answer: A
Explanation:
The RONA timer must expire before the agent endpoint forwards the call to voicemail. This allows unanswered contact center calls to be requeued and offered to the next available agent, while ordinary direct calls can still follow the agent's voicemail ring behavior.
NEW QUESTION # 26
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