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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Telephony integration configuration - Voice channel troubleshooting - Webex Contact Center telephony architecture options - Voice call routing components configuration |
| Advanced Features and AI | 25% | - Third-party integrations and APIs - Analytics and optimization - Advanced workflow design - AI-powered routing and automation |
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - User and team configuration - Agent and supervisor desktop setup - Call recording configuration |
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NEW QUESTION # 71
A collaboration engineer analyzes Webex Control Hub analytics and notices increased call failures from a specific branch office. Which action should be performed first?
Answer: C
Explanation:
When failures are isolated to a particular branch, WAN health and packet statistics should be investigated first. Latency, jitter, packet loss, or bandwidth saturation frequently affect collaboration quality and call success rates. Replacing phones or rebuilding tenants is excessive before verifying network conditions.
NEW QUESTION # 72
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: B,D
Explanation:
In Webex Contact Center, skill-based routing is built from two sides: the queue must express the skill requirement, and the agent must have the matching skill profile. Cisco's official routing and queueing documentation separates skill-based queues from non-skill queues and describes both skill criteria assigned directly to a queue and skill requirements assigned in a flow. Because the question specifically says the customer wants to use skill criteria assigned to queue functionality, the queue configuration must include the skill criteria. The agent side is handled through the skill profile assigned in the agent's settings; that profile carries the agent's skill values and proficiencies used by routing. Associating agents directly to the queue is a non-skill or agent-assignment model, and call distribution groups are for expanding team eligibility over time, not for defining agent skills. Assigning skill criteria to teams is also not the model Cisco documents.
Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 73
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: C
Explanation:
The CSR Report - Yesterday is based on Customer Session Records and provides contact-level session details, including whether a session was recorded. This allows the manager to verify which specific contact sessions have associated recordings.
NEW QUESTION # 74
An administrator is adding a custom connector to integrate a third-party application with their Webex Contact Center org using OAuth 2.0 for authentication. Which two grant types must the administrator choose to accomplish this task? (Choose two.)
Answer: B,C
Explanation:
For an OAuth 2.0 custom connector, the supported client credentials grant options include authentication using a client secret or using a private key. These allow Webex Contact Center to obtain access tokens securely for server-to-server integration with the third-party application.
NEW QUESTION # 75
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards.
Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
Answer: B,C,E
Explanation:
A supervisor's recording management role is operational quality management, not platform retention administration. Cisco documents supervisor recording workflows around locating and reviewing interactions, filtering recording lists based on criteria, and tagging recordings for later review or quality processes. Those tasks support team compliance and coaching without giving the supervisor destructive or tenant-wide policy authority. Retention policy management is a governance-level setting controlled by administrators or compliance roles, not ordinary supervisors. Permanently deleting recordings is similarly a high-risk compliance operation and would not be granted as a standard supervisor capability in a least-privilege model.
Searching for agent interactions, filtering the list of recordings, and applying descriptive tags are the correct day-to-day recording management activities. They let the supervisor find relevant calls, classify them, and support quality monitoring while preserving administrative separation of duties. Reference: Cisco Help, Supervise your agents and teams; Webex Contact Center Data Sheet; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 76
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