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| Section | Weight | Objectives |
|---|---|---|
| Tenant Configuration and Reporting | 30% | - Call recording configuration - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - User and team configuration |
| Telephony and Call Routing | 30% | - Telephony integration configuration - Voice call routing components configuration - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Inbound and outbound telephony settings |
| Advanced Features and AI | 25% | - Advanced workflow design - AI-powered routing and automation - Analytics and optimization - Third-party integrations and APIs |
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
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NEW QUESTION # 13
Which statement describes the PSTN media and signaling requirements for calls arriving at Webex Contact Center?
Answer: A
Explanation:
For PSTN calls arriving at Webex Contact Center, the safe media statement is that the supported voice codecs are G.711 mu-law and G.711 A-law. Cisco's Webex Contact Center telephony material emphasizes PSTN and Local Gateway interoperability through standard SIP media, and the exam objective expects knowledge of codec compatibility at the service edge. Opus is widely used in WebRTC and collaboration media contexts, but it is not natively supported for PSTN ingress into Webex Contact Center without appropriate interworking or transcoding in the overall design. SIP early media support also must not be assumed as fully supported in every Webex Contact Center call path. DTMF handling is important, but the option saying it can use out-of- band is not the most accurate description of the PSTN media requirement in this question. The codec restriction is the definitive media requirement and is why option B is correct. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Webex Contact Center architecture and telephony documentation.
NEW QUESTION # 14
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: B
Explanation:
Real-time transcripts require the call audio stream to be started before the interaction is delivered to the queue or agent. Adding the Media Stream node at that point enables the AI Assistant to receive the live audio needed to generate real-time transcription during the customer interaction.
NEW QUESTION # 15
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: A,B
Explanation:
The Generate OTP node creates the random one-time passcode used for authentication. The SMS node sends that passcode to the user's mobile number so the user can verify their identity.
NEW QUESTION # 16
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards.
Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
Answer: B,C,E
Explanation:
A supervisor's recording management role is operational quality management, not platform retention administration. Cisco documents supervisor recording workflows around locating and reviewing interactions, filtering recording lists based on criteria, and tagging recordings for later review or quality processes. Those tasks support team compliance and coaching without giving the supervisor destructive or tenant-wide policy authority. Retention policy management is a governance-level setting controlled by administrators or compliance roles, not ordinary supervisors. Permanently deleting recordings is similarly a high-risk compliance operation and would not be granted as a standard supervisor capability in a least-privilege model.
Searching for agent interactions, filtering the list of recordings, and applying descriptive tags are the correct day-to-day recording management activities. They let the supervisor find relevant calls, classify them, and support quality monitoring while preserving administrative separation of duties. Reference: Cisco Help, Supervise your agents and teams; Webex Contact Center Data Sheet; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 17
An engineer must generate a report that details the number of times an agent took or placed a call.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: A
Explanation:
The number of times an agent took or placed a call is counted from customer/contact activity data because the metric is tied to handled interactions, not simply to agent state. Cisco Analyzer divides data into agent records and customer records. Agent Activity Record is useful for state transitions such as available, idle, break, and activity-state duration. Agent Session Record summarizes the agent's login session. Customer Session Record summarizes the overall customer session. Customer Activity Record captures contact activities and interaction legs, which is where answered calls, outbound calls, transfer-related activity, and agent handling events are represented. When the business question is how many calls an agent took or placed, the repository must count interaction activity associated with the agent. That is why Customer Activity Record is the correct source. The distinction is important: agent repositories explain what the agent was doing over time, while customer activity repositories explain what happened to contacts and calls. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 18
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