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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital channel troubleshooting - Digital contact routing configuration |
| Topic 2: Telephony and Call Routing | 30% | - Voice call routing components configuration - Telephony integration configuration - Webex Contact Center telephony architecture options - Voice channel troubleshooting - Inbound and outbound telephony settings |
| Topic 3: Advanced Features and AI | 25% | - AI-powered routing and automation - Advanced workflow design - Third-party integrations and APIs - Analytics and optimization |
| Topic 4: Tenant Configuration and Reporting | 30% | - Call recording configuration - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - Agent and supervisor desktop setup - User and team configuration |
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NEW QUESTION # 57
Refer to the exhibit. A Webex Contact Center agent has no Multimedia Profile assigned to it, yet the agent can accept voice and digital channels. Which configuration object's Multimedia profile is inherited by the agent?
Answer: A
Explanation:
When a Multimedia Profile is not assigned directly to the agent, the agent inherits the Multimedia Profile from the assigned Desktop Profile. This controls the channels and concurrent interaction capacity available to the agent.
NEW QUESTION # 58
An administrator must parse complex data returned from an API call within Flow Designer. The required logic cannot be implemented using Pebble Templates, so the administrator decides to use a function. Which two programming languages can the administrator use to write the function? (Choose two.)
Answer: D,E
Explanation:
Flow Designer functions support JavaScript and Python for implementing custom logic. These languages can be used to parse complex API response data and return processed values back into the flow when Pebble Templates are not sufficient.
NEW QUESTION # 59
Drag and Drop Question
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:
NEW QUESTION # 60
Drag and Drop Question
The Cisco Webex Contact Center manager asks for a report that summarizes this information from the previous week:
- List of each call
- Caller's number
- Queue and queue duration
- Final agent
Drag and drop the fields from the left onto the corresponding categories on the right that are needed to create this report. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 61
An administrator must connect a customer call to an external IVR service while retaining control of the call and later return it to the original flow. Which node must the administrator use to make this happen?
Answer: B
Explanation:
The Bridged Transfer node connects the caller to an external IVR or destination while Webex Contact Center retains control of the interaction. After the external service completes, the call can return to the original flow for continued processing.
NEW QUESTION # 62
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