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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - AI-powered routing and automation - Analytics and optimization - Third-party integrations and APIs - Advanced workflow design |
| Tenant Configuration and Reporting | 30% | - User and team configuration - Call recording configuration - Agent and supervisor desktop setup - Reporting dashboards and visualizations - Network requirements for Webex Contact Center |
| Digital Channels | 15% | - Digital contact routing configuration - Digital channel troubleshooting - Chat, email, SMS, social media channel integration |
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Telephony integration configuration - Voice call routing components configuration - Inbound and outbound telephony settings - Voice channel troubleshooting |
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NEW QUESTION # 53
A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?
Answer: A
Explanation:
Skills-based routing evaluates agent competencies and routes interactions according to predefined skill attributes and proficiency levels. This improves customer experience and first- contact resolution. Round robin and longest available methods distribute workload but do not consider specialized agent expertise.
NEW QUESTION # 54
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: A
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 # 55
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode.
Which two nodes in Webex Connect are needed to implement this authentication? (Choose two.)
Answer: A,E
Explanation:
SMS-based one-time passcode authentication requires generating the passcode and sending it to the user over SMS. Webex Connect includes a Generate OTP node for creating the random passcode and an SMS node for delivering the generated value to the customer's mobile number. Those two nodes form the minimum authentication workflow. A Profile node can retrieve or update customer profile information but does not generate or deliver the passcode. A Data Parser node can parse structured responses, which is useful after API calls, but it is not required to create and transmit an OTP. An Evaluate node can compare the customer's submitted passcode to the stored/generated value later in the flow, but the question asks which two nodes are needed to implement authentication via SMS using a randomly generated passcode. The foundational nodes are Generate OTP and SMS. Reference: Webex Connect Help, Generate OTP node; SMS Node; Webex Connect flow builder documentation.
NEW QUESTION # 56
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: C,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 # 57
Webex Contact Center agents cannot use WebRTC to make and receive calls. What must be configured on their Desktop profile to enable this functionality?
Answer: D
Explanation:
WebRTC calling in Webex Contact Center is enabled by allowing the Desktop telephony option in the agent's Desktop Profile. This lets agents use Agent Desktop as the voice endpoint directly from the browser instead of using an external DN or extension.
NEW QUESTION # 58
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