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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 2: Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure Webex Contact Center telephony integration and system interfaces - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 3: Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Analyze real-time and historical dashboards to isolate operational constraints - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure Webex Contact Center users and identity records - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe network requirements for Webex Contact Center systems - Configure multi-tier customer experience variables and thresholds |
| Topic 4: Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
|
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NEW QUESTION # 53
What are the two current default rate limits for a given client ID when Webex Contact Center APIs are protected with rate limiting? (Choose two.)
Answer: A,C
NEW QUESTION # 54
Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?
Answer: D
Explanation:
When a Multimedia Profile is not assigned directly to the agent, the agent inherits the Multimedia Profile from the assigned Desktop Profile. This controls the channels and concurrent interaction capacity available to the agent.
NEW QUESTION # 55
A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
- All Sales calls in the queue must be routed to agents before
Accounting calls.
- If an older Accounting call is in the queue and a Sales call is
received by the system, the Sales call must get priority.
- When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?
Answer: B
Explanation:
Queue ranking controls the priority of queues within team-based call distribution. By ranking the Sales Queue higher than the Accounting Queue, Sales calls are routed first even when Accounting calls have been waiting longer, while Accounting calls are routed only when no higher-ranked Sales calls are waiting.
NEW QUESTION # 56
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?
Answer: D
Explanation:
The Exclusive multimedia profile allows an agent to handle only one interaction at a time across supported channels. This ensures agents who accept voice, email, and chat can focus on a single contact without receiving additional concurrent interactions.
NEW QUESTION # 57
A customer requires secure remote access for mobile Webex users without deploying VPN clients. Which Cisco architecture supports this requirement?
Answer: C
Explanation:
Cisco Expressway Mobile and Remote Access (MRA) enables secure external access to collaboration services without requiring traditional VPN connectivity. It securely proxies signaling and media traffic for remote users and devices. MPLS and HSRP serve entirely different networking purposes unrelated to remote collaboration access.
NEW QUESTION # 58
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