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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
| Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Configure inbound and outdial telephony options for Webex Contact Center agents |
| Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe network requirements for Webex Contact Center systems - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking |
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 44
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: A,D,E
Explanation:
Supervisors can manage recordings by searching for specific customer-agent interactions, filtering recordings based on defined criteria, and tagging recordings with descriptive keywords to support review, compliance tracking, and quality management workflows.
NEW QUESTION # 45
Refer to the exhibit.
A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops .
Why is the designer having this issue?
Answer: D
Explanation:
In Flow Designer, a Play Message activity must have a valid prompt source. Cisco documents that Flow Designer can play prerecorded audio files or text-to-speech prompts and that TTS content must be configured correctly for Cisco Cloud Text-to-Speech. The exhibit indicates a simple flow that should play a message and then disconnect. If callers hear nothing and the call immediately drops, the most direct cause is that the message node has no valid TTS message configured or the TTS value is invalid. A codec mismatch would typically affect media negotiation more broadly, not only the absence of configured prompt text. A missing audio file would apply if the node used an audio file, but the answer choice points to TTS configuration.
Cisco Cloud Text-to-Speech being unavailable would be a service-side outage, which is less consistent with a designer-created flow issue. The local misconfiguration is the invalid or missing TTS message. Reference:
Cisco Help, Build and manage flows with Flow Designer; Text-to-Speech in Webex Contact Center.
NEW QUESTION # 46
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App.
Which three actions must be taken to meet these requirements? (Choose three.)
Answer: D,E,F
Explanation:
Webex App state synchronization is configured under the Desktop > Webex App configuration area, where the administrator enables Webex App integration, enables state synchronization, and maps Webex availability states to Webex Contact Center idle codes. The requested behavior is specific: when an agent is on a non- contact-center Webex App call, Agent Desktop must move to the configured WebexAppCall idle state.
Cisco's documentation identifies the Webex availability state as On a Call for this situation, not Outgoing Call. Therefore, On a Call must be mapped to the WebexAppCall idle code. The idle code must already exist in Webex Contact Center; it does not need to be added to a desktop layout, because idle codes are assigned through desktop profile configuration rather than layout JSON. The option that places state synchronization under Collaboration in the desktop profile does not match the stated Control Hub path. The three required actions are enabling the Webex App integration, mapping On a Call, and enabling State Synchronization.
Reference: Cisco Help, Manage desktop profiles; Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365, state synchronization section.
NEW QUESTION # 47
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days. Which two tools in Webex Connect provide the information needed to resolve the issue?
(Choose two.)
Answer: D,E
Explanation:
Export Logs provides historical transaction-level data for the selected time range, including failed email transactions from the last 7 days. Debug Console helps inspect detailed execution information for the service, allowing the engineer to identify the failure reason and troubleshoot the outgoing email issue.
NEW QUESTION # 48
A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop. Which system meets the requirements for WebRTC as the agent phone device?
Answer: A
Explanation:
WebRTC as an agent phone device requires a supported desktop operating system, a supported browser such as Chrome, sufficient network bandwidth, and browser settings that allow the Contact Center desktop to function correctly. This system meets those requirements with Windows 11, Chrome, physical host usage, adequate bandwidth, and pop-ups allowed.
NEW QUESTION # 49
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