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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - User and team configuration - Reporting dashboards and visualizations - Network requirements for Webex Contact Center - Call recording configuration - Agent and supervisor desktop setup |
| Topic 2: Advanced Features and AI | 25% | - Advanced workflow design - AI-powered routing and automation - Analytics and optimization - Third-party integrations and APIs |
| Topic 3: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
| Topic 4: Telephony and Call Routing | 30% | - Voice channel troubleshooting - Inbound and outbound telephony settings - Telephony integration configuration - Webex Contact Center telephony architecture options - Voice call routing components configuration |
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NEW QUESTION # 64
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are needed to ensure that calls are routed to agents? (Choose two.)
Answer: A,E
Explanation:
Inbound Webex Contact Center voice routing needs an entry path and an agent distribution target. The DNIS or support number must be associated with the entry point and flow so that an incoming PSTN call reaches the proper Flow Designer logic. Inside that flow, the contact must be queued to a queue that has eligible teams or agents. Cisco's queue documentation describes queues as holding areas where contacts wait until they are distributed, and it explains that non-skill queues use team assignments or agent assignments while skill queues use skill matching. The wording in the option set refers to DNIS entries in Flow Designer; operationally, DNIS is tied to the entry point/channel and flow selection, and the flow then uses a Queue Contact activity.
Script Editor is a legacy/on-premises contact center construct, not the modern Webex Contact Center Flow Designer model. A softphone registration alone does not route calls, and a skills-only queue is not mandatory unless the design requires skills. Reference: Cisco Help, Set up voice channels for Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 65
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Answer: A,D
Explanation:
Outdial calling in Webex Contact Center needs both a tenant or system caller-ID source and a desktop permission path that lets the agent place outbound calls. Cisco's Control Hub voice settings document the Default Outdial ANI field, which determines the default caller ID used for outdial behavior when a dial number is not otherwise mapped. Cisco's desktop profile documentation then controls whether an agent can actually use outdial from Agent Desktop. When Outdial is enabled on the desktop profile, the administrator selects the outdial entry point and, where applicable, the Outdial ANI list. Adding an agent to an outbound team is campaign-related and not a prerequisite for ordinary outdial. ANI in Flow Designer can influence call presentation in flows, but it is not the required administrative setup for agent outdial. A wrap-up reason for an outdial queue is useful for classification after a contact, not the base telephony enablement. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage desktop profiles.
NEW QUESTION # 66
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days.
Which two tools in Webex Connect provide the information needed to resolve the issue? (Choose two.)
Answer: B,C
Explanation:
Webex Connect provides two relevant troubleshooting tools for failed transactions: Debug Console and Export Logs. Cisco's Webex Connect Debug Console documentation states that it displays transaction details and historical logs for API, flow, and rule executions, including status, timestamps, service name, transaction source, and errors. That makes it the interactive tool for investigating a specific failure path. Export Logs is the bulk-download mechanism for inbound and outbound transaction logs across channels and can cover the last seven days or more depending on log availability and tenant configuration. Reports are useful for aggregated channel performance and trends, but not for pulling all failed transactions from a specific service with enough technical detail. Watchtower is not the primary transaction log export mechanism in the option set. Templates are reusable message or channel assets, not troubleshooting tools. For a seven-day failure investigation, Debug Console plus Export Logs is the correct pair. Reference: Webex Connect Help, Debug Console; Webex Connect Help, Export Logs.
NEW QUESTION # 67
Which two domains must be allowed through the firewall or VPN of the organization to ensure that the WxCC Agent Desktop can connect and function correctly? (Choose two.)
Answer: D,E
Explanation:
Agent Desktop connectivity depends on the Webex service domains and the Contact Center service domain being reachable over HTTPS. Cisco's security and network documentation for Webex Contact Center includes domain allow-listing so the browser desktop can load scripts, APIs, authentication paths, media-related services, and Contact Center application components. The official domain patterns include Webex domains such as *.wbx.com on port 443 and Contact Center service domains such as *.ciscoccservice.com on port 443.
Blocking either can prevent the desktop from loading, authenticating, or communicating with Contact Center services. The ucce.com domain is associated with Unified Contact Center Enterprise naming, not Webex Contact Center Agent Desktop. The generic amazonaws.com domain may appear in some cloud service paths, but it is not one of the two direct required domain answers here. The wxcc.com option is also not the official service domain in the documented network requirement list. Reference: Cisco Help, Set up security for Webex Contact Center; System requirements for Webex Contact Center Desktop.
NEW QUESTION # 68
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: A,C
Explanation:
Webex Contact Center API rate limiting is applied per client ID with default limits of 30 requests per second and 1800 requests per minute. These limits control both short burst traffic and sustained request volume for the client application.
NEW QUESTION # 69
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