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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Telephony integration configuration - Voice call routing components configuration - Webex Contact Center telephony architecture options - Voice channel troubleshooting |
| Advanced Features and AI | 25% | - Advanced workflow design - AI-powered routing and automation - Analytics and optimization - Third-party integrations and APIs |
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Call recording configuration - Reporting dashboards and visualizations - User and team configuration - Agent and supervisor desktop setup |
| Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
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NEW QUESTION # 37
An engineer is designing a Cisco Webex Contact Center call queue.
Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.
Answer:
Explanation:
Explanation:
See mapping below
After 180 seconds, agents from other sites must be able to take the call: Create agent-based teams; Add a Call Distribution Group that uses the remaining agents' team after the specified delay.
Only agents with a language ranking of > = 5 can take the call: Create a skill profile and set Type to Proficiency in the Skill Definition settings; Define skill requirements for the Queue activity where the caller's spoken language is > = 5.
The completed mapping follows Cisco's two different routing constructs. For the 180-second requirement, the call first targets the local or primary agents and then expands after a delay. Cisco documents Call Distribution Groups as the method used by non-skill queues to define levels of teams that become eligible after configured intervals. That is why an agent-based team plus a delayed call distribution group is the right match; a capacity- based team is used for unmanaged destinations and does not represent normal agent routing. The language- ranking requirement is different. It must be handled through skills and proficiency. Cisco documents skill definitions, skill profiles, and queue skill requirements as the pieces used to limit routing to agents with matching skill values. Therefore the skill definition must use Proficiency and the Queue activity must define the language requirement of at least 5. A Best Available Agent queue alone is insufficient unless the skill requirement is actually applied. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 38
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 # 39
Drag and Drop Question
An engineer is designing a Cisco Webex Contact Center call queue. Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 40
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service-queue/{id}?
Answer: C
Explanation:
A REST PUT request that modifies a contact-service queue is an administrative write operation. Cisco's Webex Contact Center API model uses scopes to separate read-only access from configuration changes. The endpoint /organization/{orgid}/v2/contact-service-queue/{id} updates an existing queue object, so the integration must hold the organization-level administrative write scope. The read scopes, such as cjp:
config_read or cjds:admin_org_read, are appropriate when an application only retrieves configuration data.
They do not authorize mutation of queue configuration. The cjp:user scope is also not sufficient because queue configuration is a tenant or organization-level administrative resource, not a simple user-context operation. The scope cjds:admin_org_write is therefore the correct scope for a PUT operation on contact- service-queue. This matches the principle used throughout Cisco's API documentation: write methods require write-capable scopes, especially for configuration entities. Reference: Webex Contact Center Developer API Reference, Contact Service Queues; Webex Developer, Contact Center Service Apps.
NEW QUESTION # 41
Refer to the exhibit.
An engineer is integrating Cisco Webex Connect web chat with a CRM platform and must map JSON responses to variables for the Webex Connect flow.
Drag and drop the JSON path expressions from the left onto the corresponding variables on the right. Not all expressions will be used.
Answer:
Explanation:
Explanation:
userId: $.data.users[?(@.phoneNumber == '+1 (555) 123-4567')].userId
currentPage: $.data.currentPage
The JSONPath mapping must match the structure shown in the API response. The userId variable is not a simple top-level property; it sits inside the users array. The expression must filter the users array for the object whose phoneNumber equals +1 (555) 123-4567 and then return that object's userId. That is why the filtered JSONPath expression using $.data.users[?(@.phoneNumber == '+1 (555) 123-4567')].userId is the correct mapping. The currentPage variable is directly under data, so the correct expression is $.data.currentPage.
Expressions such as $.currentPage miss the data wrapper, and $.data.currentPage.number assumes currentPage is an object with a number property, which the response does not show. $.data.user[0] .userId is also wrong because the array name in the response is users, not user, and it would take the first user rather than the matching phone number. Reference: Webex Connect Help, Custom Node Integration; Webex Connect flow data parsing guidance.
NEW QUESTION # 42
......
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