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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital contact routing configuration - Digital channel troubleshooting - Chat, email, SMS, social media channel integration |
| Advanced Features and AI | 25% | - AI-powered routing and automation - Advanced workflow design - Analytics and optimization - Third-party integrations and APIs |
| Tenant Configuration and Reporting | 30% | - Call recording configuration - User and team configuration - Reporting dashboards and visualizations - Agent and supervisor desktop setup - Network requirements for Webex Contact Center |
| Telephony and Call Routing | 30% | - Telephony integration configuration - Voice channel troubleshooting - Webex Contact Center telephony architecture options - Voice call routing components configuration - Inbound and outbound telephony settings |
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NEW QUESTION # 27
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)
Answer: A,C,E
Explanation:
To synchronize Webex App presence with Agent Desktop, Webex App Integration and State Synchronization must be enabled in the Desktop > Webex App configuration. To place agents into the configured Webex Contact Center idle state during a non-contact-center Webex App call, the Webex availability state "On a Call" must be mapped to the "WebexAppCall" idle code.
NEW QUESTION # 28
A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?
Answer: D
Explanation:
Skills-based routing evaluates agent competencies and routes interactions according to predefined skill attributes and proficiency levels. This improves customer experience and first- contact resolution. Round robin and longest available methods distribute workload but do not consider specialized agent expertise.
NEW QUESTION # 29
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Answer: C
Explanation:
A headless widget is used when the widget must run background logic without being displayed as a visible Agent Desktop panel. This is the correct area for triggering custom behavior such as a CRM screen pop when an SMS interaction arrives.
NEW QUESTION # 30
Which authentication and authorization specification is required for using Webex Contact Center APIs?
Answer: B
Explanation:
Webex Contact Center APIs use OAuth 2.0 for authentication and authorization. Cisco's developer documentation for Webex and Webex Contact Center describes integrations as the mechanism used to request permission and obtain access tokens for API calls, using the OAuth 2.0 authorization framework rather than static API keys or basic HTTP authentication. OAuth 2.0 gives the platform scoped access control, token issuance, and administrative consent behavior appropriate for enterprise automation. Mutual TLS may be used in specific transport-security or trunking contexts, but it is not the authorization specification for normal Webex Contact Center REST APIs. Basic HTTP authentication would require sharing credentials directly with the client and does not match the Webex developer model. API key authentication is also not the supported authorization pattern for these Contact Center APIs. The typo in the original option has been corrected to OAuth 2.0. Reference: Webex Developer, Integrations and Authorization; Webex Contact Center API documentation.
NEW QUESTION # 31
A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder. Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?
Answer: B
Explanation:
The Queue Task node is used in the Webex Connect flow to submit the email interaction to Webex Contact Center for routing and contact distribution. It places the digital interaction into the appropriate entry point or queue so an available agent can receive and handle it.
NEW QUESTION # 32
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