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| Section | Weight | Objectives |
|---|---|---|
| Tenant Configuration and Reporting | 30% | - Configure multi-tier customer experience variables and thresholds - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Configure security profiles, skills-based routing rules, and scheduling patterns |
| Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
- Implement webhooks and developer APIs to support external database queries
|
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NEW QUESTION # 56
Refer to the exhibit. An engineer is developing a web chat workflow for the marketing department.
After the standard Live Chat workflow template is deployed, chats are failing. The chat widget on the website is visible. When a new chat is started, the message "Sorry, unable to process your request right now. Please try again later" is received. The engineer debugs the workflow and receives the response in the exhibit from the resolve node. Which action resolves the issue?
Answer: C
Explanation:
The resolve node is failing because the workflow is passing an invalid domain value when creating the live chat conversation. In the standard Live Chat workflow template, the liveChatDomain custom variable must be set to the valid domain configured for the web chat asset so the conversation can be created successfully.
NEW QUESTION # 57
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
Answer: B
Explanation:
A reorder tone followed by call drop at call ingress is usually a telephony signaling or trunk acceptance symptom, not an Analyzer or queue-configuration symptom. In a Bring Your Own PSTN design, the customer's PSTN carrier and session border controller are responsible for delivering calls toward Webex Contact Center through the agreed voice path. Cisco's Webex Calling and Local Gateway documentation emphasizes trunk status, SIP connectivity, registration or certificate state, and SBC reachability as the first checks when calls fail before application routing. If the call cannot be successfully established across the customer's SBC or Local Gateway, Webex Contact Center will not have a usable interaction to queue, analyze, or route. Analyzer becomes useful after the platform has received enough call data to create records; it is not the first place to diagnose a reorder tone at ingress. Channel and queue association should still be reviewed later, but the symptom points first to SIP trunk status on the SBC. Reference: Cisco Help, Get started with Local Gateway; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 58
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: C,D
Explanation:
Outdial calling in Webex Contact Center needs both a tenant or system caller-ID source and a desktop permission path that lets the agent place outbound calls. Cisco's Control Hub voice settings document the Default Outdial ANI field, which determines the default caller ID used for outdial behavior when a dial number is not otherwise mapped. Cisco's desktop profile documentation then controls whether an agent can actually use outdial from Agent Desktop. When Outdial is enabled on the desktop profile, the administrator selects the outdial entry point and, where applicable, the Outdial ANI list. Adding an agent to an outbound team is campaign-related and not a prerequisite for ordinary outdial. ANI in Flow Designer can influence call presentation in flows, but it is not the required administrative setup for agent outdial. A wrap-up reason for an outdial queue is useful for classification after a contact, not the base telephony enablement. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage desktop profiles.
NEW QUESTION # 59
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: B
Explanation:
Real-time transcripts require the call audio stream to be started before the interaction is delivered to the queue or agent. Adding the Media Stream node at that point enables the AI Assistant to receive the live audio needed to generate real-time transcription during the customer interaction.
NEW QUESTION # 60
Refer to the exhibit.
An engineer is integrating Cisco Webex Connect web chat with a CRM platform and must map JSON responses to variables for the Webex Connect flow.
Drag and drop the JSON path expressions from the left onto the corresponding variables on the right. Not all expressions will be used.
Answer:
Explanation:
Explanation:
userId: $.data.users[?(@.phoneNumber == '+1 (555) 123-4567')].userId
currentPage: $.data.currentPage
The JSONPath mapping must match the structure shown in the API response. The userId variable is not a simple top-level property; it sits inside the users array. The expression must filter the users array for the object whose phoneNumber equals +1 (555) 123-4567 and then return that object's userId. That is why the filtered JSONPath expression using $.data.users[?(@.phoneNumber == '+1 (555) 123-4567')].userId is the correct mapping. The currentPage variable is directly under data, so the correct expression is $.data.currentPage.
Expressions such as $.currentPage miss the data wrapper, and $.data.currentPage.number assumes currentPage is an object with a number property, which the response does not show. $.data.user[0] .userId is also wrong because the array name in the response is users, not user, and it would take the first user rather than the matching phone number. Reference: Webex Connect Help, Custom Node Integration; Webex Connect flow data parsing guidance.
NEW QUESTION # 61
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