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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Describe Webex Contact Center telephony architecture options
- Troubleshoot voice channels configuration mismatches
|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
| Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - 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 - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 56
An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?
Answer: B
Explanation:
Delayed callbacks are commonly related to queue congestion combined with retry interval settings. If callback requests remain queued because of insufficient agent availability or aggressive retry timing, customers may receive delayed responses. SIP registration timers and idle timeouts do not significantly affect callback scheduling workflows.
NEW QUESTION # 57
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Answer: D
Explanation:
A headless widget is used when the widget must run background logic without being displayed as a visible Agent Desktop panel. This is the correct area for triggering custom behavior such as a CRM screen pop when an SMS interaction arrives.
NEW QUESTION # 58
A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive WhatsApp or SMS interactions.
What is missing from the agent configuration to enable the agent to receive those interactions?
Answer: D
Explanation:
WhatsApp and SMS are premium digital channels in the Webex Contact Center licensing model. Cisco's Webex Contact Center data sheet distinguishes Standard Agent and Premium Agent capabilities. Standard Agent includes core contact center functions and agent-assisted chat and email, while Premium Agent adds broader digital communication channels such as SMS, social channels, multichannel analytics, and supervisor monitoring capabilities. The scenario says the agent can receive Chat and Voice, so the agent is already provisioned for basic voice and chat handling. The missing capabilities are specifically WhatsApp and SMS, which are part of the higher digital-channel entitlement. An enhanced license is not the relevant license category in the Cisco Webex Contact Center agent-type model. The desktop layout can affect UI presentation, but it would not by itself entitle the agent to receive those channel types. The missing configuration is therefore the Premium license. Reference: Cisco Webex Contact Center Data Sheet; Cisco Help, Set up digital channels in Webex Contact Center.
NEW QUESTION # 59
Refer to the exhibit. A Webex Contact Center agent-initiated outbound email did not reach the recipient. While investigating, a Webex Contact Center engineer sees this output in Webex Connect Debug Console tool. Which two mistakes cause this issue? (Choose two.)
Answer: C,D
Explanation:
Reason code 7554 indicates an SMTP failure for email delivery. In an outbound email asset, an incorrect SMTP port or incorrect SMTP security method can prevent Webex Connect from establishing the required SMTP connection successfully.
NEW QUESTION # 60
What are the two current default rate limits for a given client ID when Webex Contact Center APIs are protected with rate limiting? (Choose two.)
Answer: B,C
NEW QUESTION # 61
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