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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
- Implement webhooks and developer APIs to support external database queries
|
| Tenant Configuration and Reporting | 30% | - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure multi-tier customer experience variables and thresholds - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records |
| Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Troubleshoot voice channels configuration mismatches
|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 18
A Webex Contact Center manager wants to verify which contact sessions were recorded. Which stock report in Webex Contact Center Analyzer must be used to achieve the goal?
Answer: B
Explanation:
The CSR Report - Yesterday is based on Customer Session Records and provides contact-level session details, including whether a session was recorded. This allows the manager to verify which specific contact sessions have associated recordings.
NEW QUESTION # 19
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center.
Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
Answer: C,E
Explanation:
Screen recording with call audio in Webex Contact Center is a quality-management capability, not a generic flow or Webex Connect capability. Cisco positions Webex Workforce Optimization as the suite for quality management, workforce management, and related supervisor quality workflows. Screen recording requires the WFO quality management components and the proper Quality Management entitlement or license. Custom connectors to conversation intelligence platforms may export or analyze conversation data, but they do not create the native supervisor screen-recording capability. Webex Connect is the CPaaS/digital-channel automation platform and is not used to capture agent desktop screens with call audio. Calabrio ONE is historically associated with workforce optimization, but the Cisco answer pattern for current Webex Contact Center setup is Webex WFO plus the Quality Management license. That combination gives supervisors the recording and evaluation layer needed to review agent application usage and process compliance. Reference:
Cisco Help, Webex Contact Center Setup and Administration Guide; Webex Contact Center Data Sheet.
NEW QUESTION # 20
Refer to the exhibit. A Webex Contact Center agent-initiated outbound email did not reach the recipient. While investigating, a Webex Contact Center engineer sees this output in Webex Connect Debug Console tool. Which two mistakes cause this issue? (Choose two.)
Answer: A,E
Explanation:
Reason code 7554 indicates an SMTP failure for email delivery. In an outbound email asset, an incorrect SMTP port or incorrect SMTP security method can prevent Webex Connect from establishing the required SMTP connection successfully.
NEW QUESTION # 21
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: B,C
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 # 22
A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop.
Which system meets the requirements for WebRTC as the agent phone device?
A )
B )
C )
D )
Answer: C
Explanation:
Option B is the only system profile that aligns with the Webex Contact Center Desktop WebRTC requirements shown in the exhibit. Cisco's desktop system requirements identify supported browsers and agent device models for calling, including Webex Calling desktop/app computer audio and WebRTC handling from Agent Desktop. A practical WebRTC station must have sufficient bandwidth, a supported operating system and browser, and browser settings that do not block required desktop behavior. Option A is weak because the 384 Kbps bandwidth value is below the practical WebRTC threshold shown by the comparison choices. Option C explicitly disables JavaScript, which prevents the browser-based desktop and WebRTC interaction logic from functioning properly. Option D uses a virtual desktop infrastructure condition, which is not the straightforward supported physical workstation profile presented by the question. Option B provides Windows 11, Chrome, physical host type, adequate bandwidth, a medium security level, and disabled pop-up blocking, making it the compliant choice. Reference: Cisco Help, System requirements for Webex Contact Center Desktop; Set up voice channels for Webex Contact Center.
NEW QUESTION # 23
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