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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - 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 - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking |
| Topic 2: Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
- Describe AI capabilities within Webex Contact Center architectures
|
| Topic 3: Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure infrastructure components to route voice calls within Webex Contact Center flows
- Troubleshoot voice channels configuration mismatches
|
| Topic 4: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 17
A collaboration engineer needs to secure communications between Webex devices and cloud services. Which protocol combination provides signaling encryption and media encryption?
Answer: C
Explanation:
TLS encrypts signaling traffic such as SIP registration and call setup messages, while SRTP encrypts voice and video media streams. Together, they provide end-to-end protection for collaboration traffic. SIP and RTP alone do not inherently encrypt communications unless paired with TLS and SRTP respectively.
NEW QUESTION # 18
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: C
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 # 19
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: C,E
Explanation:
The Webex App inside Agent Desktop is controlled through the desktop layout JSON, not merely by installing the Webex App separately. Cisco documentation for supervisor and desktop features points administrators to the webexConfigured setting in the Webex Contact Center desktop layout. The layout also uses the AgentX Webex component identifier to render the embedded Webex application area. That is why the two required parameter combinations are the desktopChatApp object with webexConfigured set to true and the component value agentx-webex. The value webex-app is not the documented component name for this layout object. A generic webexAppEnabled Boolean or webexApp enabled object may look plausible, but it is not the required JSON pattern in the Cisco desktop layout schema. The result is practical: if either the correct component or the webexConfigured flag is absent, the embedded Webex App will not display in Agent Desktop for agent-to-agent, supervisor, or SME collaboration. Reference: Cisco Help, Create custom desktop layout; Supervise your agents and teams.
NEW QUESTION # 20
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Answer: A,C
Explanation:
An email channel requires a channel asset to define the email channel configuration and an entry point so incoming email conversations can enter Webex Contact Center routing. The entry point is then used to route the conversation through the configured workflow and eventually to a live agent.
NEW QUESTION # 21
Webex Contact Center agents cannot use WebRTC to make and receive calls.
What must be configured on their Desktop profile to enable this functionality?
Answer: C
Explanation:
WebRTC voice in Webex Contact Center is exposed to agents through the Desktop telephony option. Cisco's desktop profile documentation lists voice channel options, including Agent DN, Extension, and Desktop. The Desktop option allows the agent to sign in through the browser and use the Agent Desktop as the voice device rather than entering an external directory number or extension. Cisco's voice channel setup documentation also describes WebRTC-capable agents selecting Desktop under their telephony option so calls are routed to the Agent Desktop device. Browser is not a desktop profile voice option; it describes the client environment.
Extension and Agent DN are traditional station credentials and would make the agent use a phone or configured number instead of browser-based WebRTC. Therefore, to enable agents to make and receive calls using WebRTC, the administrator must configure the Desktop option in the desktop profile. Reference: Cisco Help, Manage desktop profiles; Set up voice channels for Webex Contact Center.
NEW QUESTION # 22
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