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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Voice call routing components configuration - Voice channel troubleshooting - Telephony integration configuration - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options |
| Topic 2: Advanced Features and AI | 25% | - Advanced workflow design - Analytics and optimization - AI-powered routing and automation - Third-party integrations and APIs |
| Topic 3: Tenant Configuration and Reporting | 30% | - User and team configuration - Agent and supervisor desktop setup - Call recording configuration - Reporting dashboards and visualizations - Network requirements for Webex Contact Center |
| Topic 4: Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
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NEW QUESTION # 69
A customer requires secure remote access for mobile Webex users without deploying VPN clients. Which Cisco architecture supports this requirement?
Answer: A
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 # 70
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: B
Explanation:
Agent break behavior is an agent-state activity, so the correct Analyzer repository is Agent Activity Record.
Cisco's Analyzer documentation explains that Analyzer repositories separate session-level and activity-level data for customers and agents. A break is not a customer contact segment and not a call session metric; it is a state transition or activity performed by the agent. Agent Activity Record is the repository that captures detailed agent activity state events, idle codes, availability changes, and similar state-driven information.
Customer Session Record summarizes the end-to-end customer session. Customer Activity Record captures customer/contact activities such as call segments and handling details. Agent Session Record summarizes an agent's signed-in session, but it does not provide the granular count of times an agent entered a break state.
For counting how many times an agent went on a break, the report needs the activity-level state records, not the session summary. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 71
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,E
NEW QUESTION # 72
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 # 73
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Answer: B
Explanation:
A widget that executes background logic without presenting a visible user-interface panel belongs in the Headless area of the Agent Desktop layout. Cisco's custom desktop layout framework separates visible layout regions, such as panels or persistent areas, from headless widgets that run logic in the background. The requirement says the custom widget should trigger a CRM screen pop when an SMS arrives. That is event- driven background behavior; the agent does not need to see a standalone widget tab or panel for the code to work. A Panel object would be appropriate for visible content placed in the desktop interface. Navigation is used for navigation entries or visible application areas. Persistent is for UI that remains visible across desktop contexts. Headless is deliberately designed for invisible logic, event listeners, and background integrations that react to contact events, making it the correct object for this SMS-triggered CRM screen-pop logic.
Reference: Cisco Help, Create custom desktop layout; Webex Contact Center Desktop developer documentation.
NEW QUESTION # 74
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