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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Voice call routing components configuration - Voice channel troubleshooting - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options - Telephony integration configuration |
| Digital Channels | 15% | - Digital channel troubleshooting - Digital contact routing configuration - Chat, email, SMS, social media channel integration |
| Advanced Features and AI | 25% | - Analytics and optimization - AI-powered routing and automation - Third-party integrations and APIs - Advanced workflow design |
| Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Network requirements for Webex Contact Center - User and team configuration - Agent and supervisor desktop setup - Call recording configuration |
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NEW QUESTION # 71
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 interactions require the agent to have the premium license for digital channel handling. Without the premium license, the agent can handle supported channels such as voice and chat but cannot receive WhatsApp or SMS interactions.
NEW QUESTION # 72
Webex Contact Center agents cannot use WebRTC to make and receive calls.
What must be configured on their Desktop profile to enable this functionality?
Answer: C
Explanation:
WebRTC voice in Webex Contact Center is exposed to agents through the Desktop telephony option. Cisco's desktop profile documentation lists voice channel options, including Agent DN, Extension, and Desktop. The Desktop option allows the agent to sign in through the browser and use the Agent Desktop as the voice device rather than entering an external directory number or extension. Cisco's voice channel setup documentation also describes WebRTC-capable agents selecting Desktop under their telephony option so calls are routed to the Agent Desktop device. Browser is not a desktop profile voice option; it describes the client environment.
Extension and Agent DN are traditional station credentials and would make the agent use a phone or configured number instead of browser-based WebRTC. Therefore, to enable agents to make and receive calls using WebRTC, the administrator must configure the Desktop option in the desktop profile. Reference: Cisco Help, Manage desktop profiles; Set up voice channels for Webex Contact Center.
NEW QUESTION # 73
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 # 74
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing.
While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow. Which action must the administrator take to resolve the issue?
Answer: A
Explanation:
Webex AI Agent is configured through the Virtual Agent V2 node. The older Virtual Agent node is used for legacy CCAI-style virtual agent configurations, which is why only the Webex CCAI Config appears in the Virtual Agent field.
NEW QUESTION # 75
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?
Answer: B
Explanation:
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.
NEW QUESTION # 76
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