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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% | - Troubleshoot voice channels configuration mismatches
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 3: Tenant Configuration and Reporting | 30% | - Configure multi-tier customer experience variables and thresholds - 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 desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Describe Webex Contact Center reporting analytics and data visibility tracking |
| Topic 4: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
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NEW QUESTION # 74
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: D
Explanation:
A Receive node must be configured to wait for the next inbound message from the same user, using a custom event that matches the user email. This keeps the conversation state within the existing flow execution instead of starting a new flow instance for every message.
NEW QUESTION # 75
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?
A )
B )
C )
D )
Answer: C
Explanation:
Option C is correct because it checks membership by comparing the selected queue_ID string to the id value in each dictionary in the queue_IDs list. The input structure says queue_ID is a string and queue_IDs is a list of dictionaries, with each dictionary containing an id key. A direct expression like agent_Queue in queue_List fails because it compares a string to whole dictionary objects, not to their id values. A loop that sets rtt_Enabled to False inside the else branch can also produce wrong results because a nonmatching later dictionary can overwrite a previous match. The Python any() expression is the cleanest correct logic: it returns True if at least one dictionary has an id equal to the selected queue. The function then writes rtt_Enabled into response.data for the flow to consume before deciding whether to start the media stream. Reference: Cisco Help, Build and manage flows with Flow Designer; Flow Designer function runtime documentation.
NEW QUESTION # 76
The CTO of QQS Solutions wants to record calls to meet these requirements:
All inbound calls are recorded.
Recordings must be for the entire company.
Only administrators are allowed to configure recording.
Avoid custom configurations, when possible.
Which recording method meets these requirements?
Answer: D
Explanation:
The requirements point to tenant-wide recording with the least custom design. Cisco's Webex Contact Center voice settings include a global call recording setting that records all inbound and outdial calls when enabled.
That setting is administered centrally, which matches the requirement that only administrators configure recording and that recordings apply to the entire company. Flow-based recording is more flexible, especially when consent or conditional recording decisions are required, but it is custom logic and not the simplest global policy. Queue-level configuration is useful when different business lines need different recording behavior, but this scenario explicitly says all inbound calls across the company. Scheduled recording is suitable when recording depends on a time window, queue, team, site, or agent scope. Since the company wants all inbound calls recorded and wants to avoid custom configurations, global configuration is the cleanest Cisco-supported method. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage call recording schedules.
NEW QUESTION # 77
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode.
Which two nodes in Webex Connect are needed to implement this authentication? (Choose two.)
Answer: B,E
Explanation:
SMS-based one-time passcode authentication requires generating the passcode and sending it to the user over SMS. Webex Connect includes a Generate OTP node for creating the random passcode and an SMS node for delivering the generated value to the customer's mobile number. Those two nodes form the minimum authentication workflow. A Profile node can retrieve or update customer profile information but does not generate or deliver the passcode. A Data Parser node can parse structured responses, which is useful after API calls, but it is not required to create and transmit an OTP. An Evaluate node can compare the customer's submitted passcode to the stored/generated value later in the flow, but the question asks which two nodes are needed to implement authentication via SMS using a randomly generated passcode. The foundational nodes are Generate OTP and SMS. Reference: Webex Connect Help, Generate OTP node; SMS Node; Webex Connect flow builder documentation.
NEW QUESTION # 78
A collaboration engineer analyzes Webex Control Hub analytics and notices increased call failures from a specific branch office. Which action should be performed first?
Answer: C
Explanation:
When failures are isolated to a particular branch, WAN health and packet statistics should be investigated first. Latency, jitter, packet loss, or bandwidth saturation frequently affect collaboration quality and call success rates. Replacing phones or rebuilding tenants is excessive before verifying network conditions.
NEW QUESTION # 79
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