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| Section | Weight | Objectives |
|---|---|---|
| Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure multi-tier customer experience variables and thresholds - Describe network requirements for Webex Contact Center systems - Configure Webex Contact Center users and identity records |
| Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Describe Webex Contact Center telephony architecture options
- Troubleshoot voice channels configuration mismatches
|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 30
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,D,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 # 31
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: D,E
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 # 32
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing. While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow.
Which action must the administrator take to resolve the issue?
Answer: C
Explanation:
Webex AI Agents are exposed in newer Flow Designer behavior through the Virtual Agent V2 node. If the administrator only sees Webex CCAI Config in the Virtual Agent field, they are looking at the older virtual agent configuration path rather than the node that supports Webex AI Agents. Cisco's Webex AI Agent documentation distinguishes AI Agent Studio assets and the flow nodes used to connect callers to AI agents.
Reloading Flow Designer would not change the node capability if the wrong activity is selected. Typing the AI agent name manually into a field is not a supported way to bind an unavailable agent object. Creating a generic connector in Control Hub is also not the fix when the organization already has Webex AI agents licensed and ready. The correct operational step is to use the Virtual Agent V2 node, which is designed for the newer Webex AI Agent integration. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Configure Virtual Agent-Voice in Webex Contact Center.
NEW QUESTION # 33
An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?
Answer: B
Explanation:
In Webex Contact Center, some internal transfer scenarios can end or modify the original interaction context associated with the workflow. Because post-call surveys rely on that context, transfers between queues may prevent the trigger from executing. This is especially common when workflows are not configured to preserve session continuity across transfers.
NEW QUESTION # 34
An administrator configured a Webex bot for internal users to report IT issues via the Webex App. Incoming messages are sent to a webhook endpoint managed by Webex Connect, with conversation logic in a single flow. The administrator notices that each time a user sends a message, the flow in Webex Connect starts from the beginning, rather than continuing the conversation from where it left off.
Which action must the administrator take in the Webex Connect flow to prevent the conversation from restarting with each message?
Answer: B
Explanation:
A Webex bot conversation must preserve conversation context between incoming messages. If each incoming message starts the Webex Connect flow from the beginning, the flow is treating every webhook event as a new start event instead of waiting for the next message from the same user. The Receive node is the correct mechanism for continuing the flow after the initial webhook trigger. It should use a custom event that matches the user email, because the user identity is what links the next inbound message to the same conversation path. Matching the bot email would identify the bot endpoint, not the specific human conversation participant.
Creating multiple webhooks for different steps would fragment the design and still would not preserve state cleanly. A Call Flow node is useful for modularizing logic but does not by itself wait for and correlate the user's next message. The Receive node with the user-email custom event keeps the conversation from restarting. Reference: Webex Connect Help, Receive Node and flow debugging; Webex Connect Webex Chat
/Webex Engage documentation.
NEW QUESTION # 35
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