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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
|
| Tenant Configuration and Reporting | 30% | - Describe network requirements for Webex Contact Center systems - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure Webex Contact Center users and identity records - Analyze real-time and historical dashboards to isolate operational constraints - 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% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Describe Webex Contact Center telephony architecture options
|
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NEW QUESTION # 26
A Webex Contact Center engineer is configuring a new chat digital channel for their organization. Chat digital channel interactions will be handled by Webex Contact Center agents.
Which two actions must be taken as part of the configuration? (Choose two.)
Answer: D,E
Explanation:
A chat digital channel handled by Webex Contact Center agents needs a channel object of type Chat and an asset assigned to that channel. Cisco's digital channel setup model uses assets to represent external channel identities, such as a web chat asset, email asset, SMS asset, or social asset. The channel then connects that asset to Webex Contact Center routing so the conversation can be created, queued, and delivered to agents.
Assigning a phone number is relevant to voice or SMS-style channel designs, not to a Web Chat asset.
Creating an Email channel or Social Channel would build the wrong media type and would not make a chat widget route as chat. The two required steps therefore match the platform object model: create a channel with Chat as the channel type and assign the appropriate asset to that channel. Once that is done, flows and Queue Task nodes can route the chat to Webex Contact Center agents. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Livechat.
NEW QUESTION # 27
An engineer must generate a report that details the number of times an agent took or placed a call.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: A
Explanation:
The number of times an agent took or placed a call is counted from customer/contact activity data because the metric is tied to handled interactions, not simply to agent state. Cisco Analyzer divides data into agent records and customer records. Agent Activity Record is useful for state transitions such as available, idle, break, and activity-state duration. Agent Session Record summarizes the agent's login session. Customer Session Record summarizes the overall customer session. Customer Activity Record captures contact activities and interaction legs, which is where answered calls, outbound calls, transfer-related activity, and agent handling events are represented. When the business question is how many calls an agent took or placed, the repository must count interaction activity associated with the agent. That is why Customer Activity Record is the correct source. The distinction is important: agent repositories explain what the agent was doing over time, while customer activity repositories explain what happened to contacts and calls. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 28
A customer wants to enable the Real Time Transcription (RTT) feature only for specific queues.
This feature is enabled by using the Start Media Stream node in Flow Designer, so the administrator decides to control the enablement using a function. The function must check two input variables: queue_ID for the selected agent queue (a string) and queue_IDs for the list of queues that require the RTT feature (a list of dictionaries, where each dictionary has an id key for the queue ID). The function returns a boolean variable rtt_Enabled to the flow, which indicates whether RTT should be enabled. Which function is correct when using Python?
Answer: A
Explanation:
The function must compare the selected queue ID string against the id value inside each dictionary in the queue_IDs list. Using a Python any() expression correctly returns True when at least one queue dictionary contains a matching id, and then returns that result as the rtt_Enabled boolean variable to the flow.
NEW QUESTION # 29
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: B
Explanation:
The Bridged Transfer node connects the caller to an external IVR or destination while Webex Contact Center retains control of the interaction. After the external service completes, the call can return to the original flow for continued processing.
NEW QUESTION # 30
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: B,C
Explanation:
The Microsoft Dynamics 365 connector provides CRM integration from the Webex Contact Center agent experience and includes configuration that allows agent workflows and screen-pop behavior to be customized around Dynamics records. Cisco's Dynamics integration guide describes installing the CRM connector, configuring the channel provider, and customizing screen-pop and workflow behavior using parameters and variables. OAuth certificate-based authentication is also part of secure connector authorization patterns used in Cisco integration workflows where an application uses certificate/private-key material instead of a simple shared secret. Agent state syncing between platforms is not the defining connector characteristic in this option set; there are synchronization features involving Webex App or CRM presence, but the connector question is focused on Dynamics connector capabilities. TLS encryption is expected for HTTPS communications but is too generic to be a distinctive answer. Read-only/read-write is not the pair Cisco emphasizes for this connector question. Reference: Cisco Help, Integrate Webex Contact Center CRM Connector for Microsoft Dynamics 365; Configure custom connector for Webex Contact Center.
NEW QUESTION # 31
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