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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Topic 2: Telephony and Call Routing | 30% | - Telephony integration configuration - Voice call routing components configuration - Inbound and outbound telephony settings - Voice channel troubleshooting - Webex Contact Center telephony architecture options |
| Topic 3: Advanced Features and AI | 25% | - Third-party integrations and APIs - Advanced workflow design - AI-powered routing and automation - Analytics and optimization |
| Topic 4: Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Call recording configuration - Network requirements for Webex Contact Center - User and team configuration - Agent and supervisor desktop setup |
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NEW QUESTION # 14
Refer to the exhibit. A flow designer created a simple flow to play a message and disconnect the caller. Callers report that they cannot hear any message and the call drops. Why is the designer having this issue?
Answer: D
Explanation:
The Play Message activity is present, but the Text-to-Speech Message field is empty or invalid.
Because there is no valid prompt content to play, callers hear no message and the flow proceeds to disconnect the call.
NEW QUESTION # 15
Refer to the exhibit.
Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency.
In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)
Answer: B,D
Explanation:
Cisco documents two places where skill requirements can be applied for skill-based routing in Webex Contact Center: on the queue and in the flow. Assigning skills to a queue creates fixed skill criteria for contacts that enter that queue. Assigning skills in a flow lets the flow set or adjust the skill requirements dynamically each time the Queue Contact activity is used. The screenshot shows Agent X with a skill profile and skill proficiencies; those are agent-side attributes. Routing criteria must be defined on the contact-routing side so the platform knows which agent skill profile qualifies for the contact. Desktop profiles, channels, and generic capacity-based teams do not define the skill criteria used to match this agent. Capacity-based teams are typically used for destinations that are not individual Webex Contact Center agents. Therefore, the two valid configuration locations are the queue skill settings and the flow-based skill assignment. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 16
A customer wants supervisors to silently monitor agents without participants hearing monitoring tones. Which feature should be implemented?
Answer: A
Explanation:
Silent monitoring allows supervisors to listen to agent calls without either party hearing audible tones or announcements. Whisper coaching differs because supervisors can privately speak to agents during calls. Barge-in actively joins the conversation, making the supervisor audible to all participants.
NEW QUESTION # 17
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,B
NEW QUESTION # 18
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:
The Agent Activity Record repository tracks agent state changes and activity events, including when an agent selects a break or idle reason. Querying this repository provides the count of break occurrences for the agent.
NEW QUESTION # 19
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