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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Describe AI capabilities within Webex Contact Center architectures
|
| Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure multi-tier customer experience variables and thresholds - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure Webex Contact Center users and identity records - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Describe Webex Contact Center telephony architecture options
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
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NEW QUESTION # 14
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 # 15
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: A,E
Explanation:
WxCC Agent Desktop requires access to Webex platform services and Webex Contact Center service domains over HTTPS. Allowing these domains through the organization firewall or VPN ensures that agents can authenticate, load the desktop, and maintain required service connectivity.
NEW QUESTION # 16
An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node. Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Answer: A,D
Explanation:
The Scheduled Callback node requires the callback schedule date in the supported YYYY-MM- DD format and the schedule timezone so Webex Connect can create the callback at the correct local time.
NEW QUESTION # 17
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards. Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
Answer: A,C,D
Explanation:
Supervisors can manage recordings by searching for specific customer-agent interactions, filtering recordings based on defined criteria, and tagging recordings with descriptive keywords to support review, compliance tracking, and quality management workflows.
NEW QUESTION # 18
A user has the agent role and needs a desktop experience that meets these requirements: stops receiving inbound engagements without affecting KPIs can transfer calls to frequent destinations can categorize the call intent .
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.
Answer:
Explanation:
Explanation:
Create idle codes and add them to the desktop profile.
Create an address book and add it to the desktop profile.
Create wrap-up codes and add them to the desktop profile.
The requested desktop experience maps to three desktop-profile objects. First, to stop receiving inbound engagements without hurting KPIs, agents need an idle code configured in the desktop profile. Idle codes allow agents to move out of available status for recognized reasons rather than appearing as missed or mishandled contacts. Second, to transfer calls to frequent destinations, the administrator creates an address book and assigns it to the desktop profile so those destinations are available in Agent Desktop consult and transfer workflows. Third, to categorize the call intent, wrap-up codes must be created and added to the desktop profile so agents can classify the interaction after handling. A multimedia profile set to Exclusive would restrict simultaneous contacts, but it does not address transfer destinations, KPI-safe unavailable states, or call intent classification. Screen pop settings are related to CRM display behavior, not this stated goal.
Reference: Cisco Help, Manage desktop profiles; Webex Contact Center Setup and Administration Guide.
NEW QUESTION # 19
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