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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure inbound and outdial telephony options for Webex Contact Center agents - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Tenant Configuration and Reporting | 30% | - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure security profiles, skills-based routing rules, and scheduling patterns - Analyze real-time and historical dashboards to isolate operational constraints - Describe Webex Contact Center reporting analytics and data visibility tracking - Describe network requirements for Webex Contact Center systems - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds |
| Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
|
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41. Frage
Which two domains must be allowed through the firewall or VPN of the organization to ensure that the WxCC Agent Desktop can connect and function correctly? (Choose two.)
Antwort: B,D
Begründung:
Agent Desktop connectivity depends on the Webex service domains and the Contact Center service domain being reachable over HTTPS. Cisco's security and network documentation for Webex Contact Center includes domain allow-listing so the browser desktop can load scripts, APIs, authentication paths, media-related services, and Contact Center application components. The official domain patterns include Webex domains such as *.wbx.com on port 443 and Contact Center service domains such as *.ciscoccservice.com on port 443.
Blocking either can prevent the desktop from loading, authenticating, or communicating with Contact Center services. The ucce.com domain is associated with Unified Contact Center Enterprise naming, not Webex Contact Center Agent Desktop. The generic amazonaws.com domain may appear in some cloud service paths, but it is not one of the two direct required domain answers here. The wxcc.com option is also not the official service domain in the documented network requirement list. Reference: Cisco Help, Set up security for Webex Contact Center; System requirements for Webex Contact Center Desktop.
42. Frage
Drag and Drop Question
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.
Antwort:
Begründung:
43. Frage
A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
Antwort: D
Begründung:
A Survivable Gateway enables local call processing functionality during WAN or cloud outages.
Phones can continue placing internal and limited PSTN calls even if connectivity to Webex Calling services fails. Edge Audio and Emergency Responder address different collaboration requirements unrelated to local survivability.
44. Frage
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?
Antwort: D
Begründung:
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.
45. Frage
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Antwort: B
Begründung:
Agent break behavior is an agent-state activity, so the correct Analyzer repository is Agent Activity Record.
Cisco's Analyzer documentation explains that Analyzer repositories separate session-level and activity-level data for customers and agents. A break is not a customer contact segment and not a call session metric; it is a state transition or activity performed by the agent. Agent Activity Record is the repository that captures detailed agent activity state events, idle codes, availability changes, and similar state-driven information.
Customer Session Record summarizes the end-to-end customer session. Customer Activity Record captures customer/contact activities such as call segments and handling details. Agent Session Record summarizes an agent's signed-in session, but it does not provide the granular count of times an agent entered a break state.
For counting how many times an agent went on a break, the report needs the activity-level state records, not the session summary. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
46. Frage
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