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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Advanced workflow design - Third-party integrations and APIs - AI-powered routing and automation - Analytics and optimization |
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Telephony and Call Routing | 30% | - Voice call routing components configuration - Telephony integration configuration - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Inbound and outbound telephony settings |
| Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - Call recording configuration - User and team configuration |
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NEW QUESTION # 78
Quantum Innovations wants to automate the handling of these customer queries:
- product warranty details
- current promotions
- delivery timelines
- nearest store based on a postal code
The solution must provide accurate responses quickly and consistently. Which solution meets the customer requirements?
Answer: B
Explanation:
An autonomous AI agent can understand customer intent, retrieve or generate accurate responses from connected business knowledge and systems, and handle varied self-service queries consistently without requiring a rigid predefined script.
NEW QUESTION # 79
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
Explanation:
Webex Contact Center API rate limiting is applied per client ID with default limits of 30 requests per second and 1800 requests per minute. These limits control both short burst traffic and sustained request volume for the client application.
NEW QUESTION # 80
An administrator must parse complex data returned from an API call within Flow Designer. The required logic cannot be implemented using Pebble Templates, so the administrator decides to use a function. Which two programming languages can the administrator use to write the function? (Choose two.)
Answer: B,C
Explanation:
Flow Designer functions support JavaScript and Python for implementing custom logic. These languages can be used to parse complex API response data and return processed values back into the flow when Pebble Templates are not sufficient.
NEW QUESTION # 81
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 is the feature designed for this exact business rule. Cisco's Webex Contact Center team configuration documentation allows administrators to rank queues for a team by media type, with lower numerical rank having higher priority. Cisco's routing documentation explains that ranked queues take precedence over queues without the same priority and that queue ranking can be used across media types. In the scenario, Sales must always be handled before Accounting, even when an Accounting call has waited longer. This is not a normal first-in-first-out queue rule; it is a cross-queue prioritization requirement.
Configuring capacity-based queues would change the queue operating model but would not impose Sales- before-Accounting precedence. Asking agents to ignore Accounting calls is not a system configuration and would produce inconsistent reporting and service levels. A Sales-only skill profile would prevent Accounting handling rather than defer it until Sales is empty. Queue ranking is the controlled team-based mechanism that satisfies the requirement. Reference: Cisco Help, Manage teams in Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 82
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 # 83
......
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