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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
|
| Tenant Configuration and Reporting | 30% | - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe Webex Contact Center reporting analytics and data visibility tracking - Describe network requirements for Webex Contact Center systems - Analyze real-time and historical dashboards to isolate operational constraints |
| Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure infrastructure components to route voice calls within Webex Contact Center flows
- Troubleshoot voice channels configuration mismatches
|
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NEW QUESTION # 80
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 # 81
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 # 82
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: B
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 # 83
Quantum Innovations wants to automate the handling of these customer queries:
- product warranty details
- current promotions
- delivery timelines
- nearest store based on a postal code
The solution must provide accurate responses quickly and consistently. Which solution meets the customer requirements?
Answer: C
Explanation:
An autonomous AI agent can understand customer intent, retrieve or generate accurate responses from connected business knowledge and systems, and handle varied self-service queries consistently without requiring a rigid predefined script.
NEW QUESTION # 84
To elevate their customer experience, Redwood Solutions wants to proactively identify and resolve customer dissatisfaction before it escalates.
Which Cisco AI Assistant feature provides the required functionality?
Answer: A
Explanation:
The requirement is to detect customer dissatisfaction before it escalates. Cisco's AI Assistant reporting and quality features include automatic CSAT scoring, which estimates customer satisfaction from interaction signals and gives the contact center a proactive way to identify poor experiences without waiting for a manual survey response. Topic analytics identifies common contact drivers and trending issues, which is valuable for operational improvement but does not directly score whether a specific customer is dissatisfied. AI-generated summaries reduce after-call work and improve handoff context, but they do not by themselves predict dissatisfaction. Real-time transcripts provide the text foundation for analysis and assistance, but the feature that turns interaction data into a customer-satisfaction signal is automatic CSAT scoring. For a customer- experience program focused on early dissatisfaction detection and proactive resolution, automatic CSAT provides the required risk signal. Reference: Cisco Help, AI Assistant reports in Analyzer; Cisco AI Assistant for Webex Contact Center documentation.
NEW QUESTION # 85
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