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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
- Implement webhooks and developer APIs to support external database queries
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Topic 3: Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Describe Webex Contact Center telephony architecture options
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 4: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 56
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
Answer: A
Explanation:
A REST PUT request modifies an organization-level Contact Service Queue resource, so it requires the organization administration write scope. This scope grants permission to update configuration objects for the organization.
NEW QUESTION # 57
Which two domains must be allowed through the firewall or VPN of the organization to ensure that the WxCC Agent Desktop can connect and function correctly? (Choose two.)
Answer: B,C
Explanation:
Agent Desktop connectivity depends on the Webex service domains and the Contact Center service domain being reachable over HTTPS. Cisco's security and network documentation for Webex Contact Center includes domain allow-listing so the browser desktop can load scripts, APIs, authentication paths, media-related services, and Contact Center application components. The official domain patterns include Webex domains such as *.wbx.com on port 443 and Contact Center service domains such as *.ciscoccservice.com on port 443.
Blocking either can prevent the desktop from loading, authenticating, or communicating with Contact Center services. The ucce.com domain is associated with Unified Contact Center Enterprise naming, not Webex Contact Center Agent Desktop. The generic amazonaws.com domain may appear in some cloud service paths, but it is not one of the two direct required domain answers here. The wxcc.com option is also not the official service domain in the documented network requirement list. Reference: Cisco Help, Set up security for Webex Contact Center; System requirements for Webex Contact Center Desktop.
NEW QUESTION # 58
An engineer deploys Webex Contact Center Desktop profiles. Supervisors can monitor calls, but agents cannot access CRM widgets during active calls. Which configuration area should be verified first?
Answer: C
Explanation:
CRM widgets and embedded applications are controlled through the desktop layout configuration, typically defined in JSON format. If widgets are missing during calls, the layout configuration likely lacks the correct panel or visibility conditions. Multimedia profiles affect channel permissions, not desktop widget rendering behavior.
NEW QUESTION # 59
An engineer is configuring a new local gateway SIP trunk for their Webex Contact Center PSTN services. The SIP trunk requires that registration be refreshed every 2 minutes. Which command meets this requirement?
Answer: C
Explanation:
A registration refresh every 2 minutes is achieved by setting the registration expiry to 240 seconds with a refresh ratio of 50 percent. The Local Gateway refreshes registration halfway through the expiry interval, which results in a refresh every 120 seconds.
NEW QUESTION # 60
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node.
Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: B,D
Explanation:
A Scheduled Callback activity must know when the callback should occur and the timezone in which that schedule should be interpreted. Cisco's callback scheduling API and Webex Connect scheduling behavior use normalized date/time inputs so a callback is created at the expected customer time. The date format in the answer set is YYYY-MM-DD, which is the standard year-month-day format used by modern APIs and scheduling fields. The timezone is required because the same date and time can represent different UTC instants depending on the caller's or business's region. Customer name and phone ANI may be useful data in a broader callback workflow, but they are not the two key values asked here for configuring the Scheduled Callback node successfully. The YYYY-DD-MM format is not the accepted ordering and would create ambiguous or invalid schedules. The correct pair is therefore schedule date in YYYY-MM-DD format and schedule timezone. Reference: Webex Developer, Callback Schedule API; Webex Connect Help, Event Scheduler and scheduled flow activities.
NEW QUESTION # 61
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