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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Topic 2: Telephony and Call Routing | 30% | - Voice channel troubleshooting - Telephony integration configuration - Voice call routing components configuration - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings |
| Topic 3: Tenant Configuration and Reporting | 30% | - Call recording configuration - User and team configuration - Agent and supervisor desktop setup - Reporting dashboards and visualizations - Network requirements for Webex Contact Center |
| Topic 4: Advanced Features and AI | 25% | - Third-party integrations and APIs - Analytics and optimization - AI-powered routing and automation - Advanced workflow design |
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質問 # 13
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
正解：A
解説：
Real-time transcripts require the media stream to start before the conversation is sent to the queue or agent.
Cisco's AI Assistant real-time transcription feature depends on capturing and streaming the call audio so the platform can produce transcript data for the agent and downstream AI features. If the Media Stream node is placed after the Agent Answered event, the transcript starts too late and misses the early customer interaction and queue/agent transition context. A Condition node can be useful for branching but does not enable transcription by itself. Configuring a Scripted AI Agent is unrelated to enabling AI Assistant real-time transcripts for a live-agent call. The correct flow action is to add the Media Stream node before the call reaches the queue or agent so the media is available for transcription at the right point in the call lifecycle.
Reference: Cisco Help, Cisco AI Assistant for Webex Contact Center: Administrator's guide to configuring Real-Time Assist; AI Assistant reports in Analyzer.
質問 # 14
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?
正解：D
解説：
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.
質問 # 15
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards.
Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
正解：C、D、E
解説：
A supervisor's recording management role is operational quality management, not platform retention administration. Cisco documents supervisor recording workflows around locating and reviewing interactions, filtering recording lists based on criteria, and tagging recordings for later review or quality processes. Those tasks support team compliance and coaching without giving the supervisor destructive or tenant-wide policy authority. Retention policy management is a governance-level setting controlled by administrators or compliance roles, not ordinary supervisors. Permanently deleting recordings is similarly a high-risk compliance operation and would not be granted as a standard supervisor capability in a least-privilege model.
Searching for agent interactions, filtering the list of recordings, and applying descriptive tags are the correct day-to-day recording management activities. They let the supervisor find relevant calls, classify them, and support quality monitoring while preserving administrative separation of duties. Reference: Cisco Help, Supervise your agents and teams; Webex Contact Center Data Sheet; Webex Contact Center Setup and Administration Guide.
質問 # 16
A collaboration engineer analyzes Webex Control Hub analytics and notices increased call failures from a specific branch office. Which action should be performed first?
正解：D
解説：
When failures are isolated to a particular branch, WAN health and packet statistics should be investigated first. Latency, jitter, packet loss, or bandwidth saturation frequently affect collaboration quality and call success rates. Replacing phones or rebuilding tenants is excessive before verifying network conditions.
質問 # 17
A company wants to provide business continuity if WAN connectivity to Webex Calling is interrupted. Which Cisco solution supports local call survivability?
正解：B
解説：
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.
質問 # 18
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