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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure multi-tier customer experience variables and thresholds - Configure security profiles, skills-based routing rules, and scheduling patterns |
| Topic 3: Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Topic 4: Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
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NEW QUESTION # 43
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 # 44
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: C
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 # 45
A Webex administrator is adding a new phone number allocated by their Cloud Connected PSTN provider to be configured as Webex Contact Center Entry Point to route inbound calls into the Contact Center IVR. Which two numbers must be used to configure the phone number? (Choose two.)
Answer: A,C
Explanation:
Webex Contact Center phone numbers for entry points can be configured using a valid national phone number format or E.164 format. The number with parentheses is a valid national format, and the number with the country code prefix is a valid E.164-style format for routing inbound calls into the Contact Center IVR.
NEW QUESTION # 46
Cisco Webex Contact Center uses Local Gateway for PSTN services. The Webex Contact Center supervisor notices that callers receive the initial greeting, which allows them to select an option, and then the call drops.
Which action helps to identify the cause of the issue?
Answer: C
Explanation:
The call reaches the initial greeting and accepts an IVR option, so the Local Gateway and inbound call delivery are working at least through the first media and signaling stage. The failure occurs after the caller makes a menu selection, which points at the flow branch or the next activity after that menu, not at the trunk itself. Cisco's Flow Designer documentation explains that flows define what happens at each stage of a call, including prompts, menu handling, queueing, transfers, and disconnect behavior. If a branch after the selected option has an invalid Queue Contact configuration, an invalid transfer destination, an unhandled error, or an incorrect terminal node, the customer may hear the greeting and then be disconnected. Analyzer can confirm call records after the fact, but the fastest root-cause path is to inspect the flow configuration and the branch selected by the caller. Queue or channel association issues would usually prevent reaching the intended IVR stage. Reference: Cisco Help, Build and manage flows with Flow Designer; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 47
A customer complains that Webex meetings consume excessive bandwidth during large conferences with video enabled. Which feature helps optimize bandwidth utilization?
Answer: C
Explanation:
Call Admission Control (CAC) combined with adaptive video resolution helps optimize bandwidth usage by dynamically adjusting video quality according to network conditions and limiting oversubscription. SIP normalization and H.323 gatekeepers do not directly address modern Webex video bandwidth optimization strategies.
NEW QUESTION # 48
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