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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Voice channel troubleshooting - Telephony integration configuration - Voice call routing components configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings |
| Tenant Configuration and Reporting | 30% | - Call recording configuration - Agent and supervisor desktop setup - User and team configuration - Reporting dashboards and visualizations - Network requirements for Webex Contact Center |
| Digital Channels | 15% | - Digital contact routing configuration - Digital channel troubleshooting - Chat, email, SMS, social media channel integration |
| Advanced Features and AI | 25% | - Analytics and optimization - Advanced workflow design - AI-powered routing and automation - Third-party integrations and APIs |
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NEW QUESTION # 66
A Webex Contact Center engineer is configuring a new chat digital channel for their organization.
Chat digital channel interactions will be handled by Webex Contact Center agents. Which two actions must be taken as part of the configuration? (Choose two.)
Answer: B,E
Explanation:
A chat digital channel must be created with Chat as the channel type so Webex Contact Center can process chat interactions. The chat asset must also be assigned to the channel so the deployed web chat widget is linked to the channel that routes conversations to agents.
NEW QUESTION # 67
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: B
Explanation:
The Customer Activity Record repository contains contact-level activity details for call handling events, including calls taken or placed by an agent. Querying this repository provides the interaction activity needed to count the agent's handled and outbound call events.
NEW QUESTION # 68
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: A
Explanation:
The registration refresh interval is derived from the expires value multiplied by the refresh ratio. In Cisco IOS XE Local Gateway configuration for Webex Calling, the registrar command commonly uses an expires value and a refresh-ratio. With expires 240 and refresh-ratio 50, the gateway refreshes registration at 50 percent of
240 seconds, which is 120 seconds, or exactly two minutes. Option B uses refresh-time, which is not the documented parameter used in the provided command style. Option C would refresh at 60 seconds because 50 percent of 120 is 60. Option D would refresh at 150 seconds because 50 percent of 300 is 150. The correct answer is therefore the command that sets expires to 240 with refresh-ratio 50 over TLS using the sips scheme. This aligns with Cisco's registration-based Local Gateway model, where the SBC must keep SIP registration active toward Webex Calling. Reference: Cisco Help, Configure Local Gateway on Cisco IOS XE for Webex Calling; Configure trunks, route groups, and dial plans for Webex Calling.
NEW QUESTION # 69
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Answer: A,C
Explanation:
An email channel requires a channel asset to define the email channel configuration and an entry point so incoming email conversations can enter Webex Contact Center routing. The entry point is then used to route the conversation through the configured workflow and eventually to a live agent.
NEW QUESTION # 70
A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop. Which system meets the requirements for WebRTC as the agent phone device?
Answer: C
Explanation:
WebRTC as an agent phone device requires a supported desktop operating system, a supported browser such as Chrome, sufficient network bandwidth, and browser settings that allow the Contact Center desktop to function correctly. This system meets those requirements with Windows 11, Chrome, physical host usage, adequate bandwidth, and pop-ups allowed.
NEW QUESTION # 71
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