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| Section | Objectives |
|---|---|
| Topic 1: Cloud Collaboration Architecture | - Cisco Webex cloud services overview
|
| Topic 2: Security and Troubleshooting | - Secure collaboration deployment
|
| Topic 3: SIP and PSTN Connectivity | - SIP trunking design and troubleshooting
|
| Topic 4: Edge and Expressway Deployment | - Cisco Expressway configuration
|
| Topic 5: Hybrid Collaboration Services | - Hybrid services integration
|
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NEW QUESTION # 64
A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
- All Sales calls in the queue must be routed to agents before
Accounting calls.
- If an older Accounting call is in the queue and a Sales call is
received by the system, the Sales call must get priority.
- When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?
Answer: D
Explanation:
Queue ranking controls the priority of queues within team-based call distribution. By ranking the Sales Queue higher than the Accounting Queue, Sales calls are routed first even when Accounting calls have been waiting longer, while Accounting calls are routed only when no higher-ranked Sales calls are waiting.
NEW QUESTION # 65
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days. Which two tools in Webex Connect provide the information needed to resolve the issue?
(Choose two.)
Answer: A,E
Explanation:
Export Logs provides historical transaction-level data for the selected time range, including failed email transactions from the last 7 days. Debug Console helps inspect detailed execution information for the service, allowing the engineer to identify the failure reason and troubleshoot the outgoing email issue.
NEW QUESTION # 66
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 # 67
Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?
Answer: C
Explanation:
The flow must explicitly set the global language variable to the required Spanish locale and set the global voice-name variable to the approved Spanish voice system name. This ensures the AI Agent uses Spanish for responses and applies the intended consistent voice regardless of caller location or dialect.
NEW QUESTION # 68
A user requires these capabilities:
Participate in telephone campaigns.
Speak to an agent without the customer hearing.
What is the least privileged role that provides the required capabilities?
Answer: B
Explanation:
The least privileged role that satisfies both capabilities is Supervisor. The user must participate in telephone campaigns and must also speak to an agent without the customer hearing, which is supervisor whisper coaching. Standard and Premium Agent roles can handle assigned interactions based on license capabilities, but they do not provide supervisory monitoring, whisper coaching, barge-in, or team oversight controls. An Administrator role would provide much broader configuration authority than needed, violating the least- privilege requirement. Cisco's Contact Center licensing and role model separates agent capabilities from supervisor capabilities; Premium Agent adds additional digital and reporting capabilities, while Supervisor adds monitoring and assistance functions. Whisper coaching is specifically a supervisor call-monitoring function, not a standard agent function. Because the scenario does not require tenant configuration, user provisioning, routing setup, or recording policy administration, Administrator is excessive. Supervisor is the minimal role that gives the monitoring feature while also supporting campaign participation. Reference: Cisco Help, Manage access in Webex Contact Center; Webex Contact Center Data Sheet.
NEW QUESTION # 69
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