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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Digital contact routing configuration - Digital channel troubleshooting - Chat, email, SMS, social media channel integration |
| Topic 2: Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Agent and supervisor desktop setup - Call recording configuration - User and team configuration - Network requirements for Webex Contact Center |
| Topic 3: Telephony and Call Routing | 30% | - Voice channel troubleshooting - Voice call routing components configuration - Telephony integration configuration - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options |
| Topic 4: Advanced Features and AI | 25% | - AI-powered routing and automation - Analytics and optimization - Advanced workflow design - Third-party integrations and APIs |
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NEW QUESTION # 29
A customer wants AI-generated call summaries for agents after each interaction in Webex Contact Center. Which Cisco cloud feature provides this capability?
Answer: D
Explanation:
Webex AI Assistant provides AI-driven capabilities such as automated call summaries, suggested responses, and transcription analysis within Webex Contact Center. These features improve agent productivity and reduce wrap-up time. The other listed technologies focus on connectivity, messaging, or hybrid infrastructure rather than AI functionality.
NEW QUESTION # 30
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions.
Which multimedia profile type must be configured for agents to focus only on one contact?
Answer: B
Explanation:
The Exclusive multimedia profile type is used when an agent must handle only one interaction at a time.
Cisco's multimedia-profile model controls how many simultaneous contacts an agent can receive and how different media types are blended. A blended profile can allow multiple channels, and a blended real-time profile is designed for voice plus real-time digital interactions under concurrency rules. Voice Only would restrict agents to voice and would not satisfy a team that handles voice, email, and chat. The scenario is not asking to remove digital channels; it says a few agents cannot focus on multiple interactions. Exclusive solves that by allowing the agent to work one contact regardless of channel, preventing simultaneous assignments that could reduce quality or agent performance. This is a tenant and desktop-experience configuration decision, not a queue routing problem. The agent can still be eligible for the configured channels, but the desktop capacity model keeps workload to one active interaction. Reference: Cisco Help, Webex Contact Center Setup and Administration Guide; Manage desktop profiles.
NEW QUESTION # 31
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Answer: C,E
Explanation:
For an email digital channel that routes to live agents, the engineer must create the channel asset and create the Webex Contact Center entry point. Cisco's digital channel setup process starts with channel assets in Webex Connect, because assets define the external channel identity and connection, such as an email mailbox or service provider configuration. The Contact Center side then requires entry points so interactions can enter the routing and queueing path. Templates can accelerate flow design, but they are not mandatory configuration objects in every email channel deployment. Onboarding the company is a broader tenant or Webex Connect setup activity and is not the specific action required once the organization already contains several channels. Authorizing nodes is a prerequisite for digital-channel setup, but this question asks what actions are part of configuring the email channel itself. The two required channel configuration actions are creating channel assets and creating entry points. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Email - WXCC.
NEW QUESTION # 32
Customer XYZ has deployed Bring your own PSTN option to route calls to his Webex Contact Center environment. Callers calling in are reporting getting a reorder tone followed by a call drop.
Which action helps to identify the cause of the issue?
Answer: D
Explanation:
With Bring Your Own PSTN, inbound call delivery depends on the customer's SBC and SIP trunk connectivity. A reorder tone followed by call drop commonly indicates a trunk, routing, or SIP signaling failure, so checking the SIP trunk status on the customer SBC is the correct first action to identify the cause.
NEW QUESTION # 33
Which authentication and authorization specification is required for using Webex Contact Center APIs?
Answer: D
Explanation:
Webex Contact Center APIs use OAuth 2.0 for authentication and authorization. Cisco's developer documentation for Webex and Webex Contact Center describes integrations as the mechanism used to request permission and obtain access tokens for API calls, using the OAuth 2.0 authorization framework rather than static API keys or basic HTTP authentication. OAuth 2.0 gives the platform scoped access control, token issuance, and administrative consent behavior appropriate for enterprise automation. Mutual TLS may be used in specific transport-security or trunking contexts, but it is not the authorization specification for normal Webex Contact Center REST APIs. Basic HTTP authentication would require sharing credentials directly with the client and does not match the Webex developer model. API key authentication is also not the supported authorization pattern for these Contact Center APIs. The typo in the original option has been corrected to OAuth 2.0. Reference: Webex Developer, Integrations and Authorization; Webex Contact Center API documentation.
NEW QUESTION # 34
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