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| Section | Weight | Objectives |
|---|---|---|
| Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
- Describe AI capabilities within Webex Contact Center architectures
|
| Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Troubleshoot voice channels configuration mismatches
|
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Tenant Configuration and Reporting | 30% | - Configure multi-tier customer experience variables and thresholds - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe Webex Contact Center reporting analytics and data visibility tracking - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure Webex Contact Center users and identity records |
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NEW QUESTION # 28
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: C
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 # 29
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: D
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 # 30
An enterprise requires that customer interaction recordings remain within a specific geographic region for compliance reasons. Which Webex Contact Center capability addresses this requirement?
Answer: A
Explanation:
Regional media storage policies help organizations comply with data residency regulations by ensuring recordings and interaction data remain stored within approved geographic regions.
SRST and survivability address telephony continuity, while DSCP rewriting only impacts traffic prioritization and has no relationship to compliance storage requirements.
NEW QUESTION # 31
A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill- based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction.
Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)
Answer: B,C
Explanation:
In Webex Contact Center, skill-based routing is built from two sides: the queue must express the skill requirement, and the agent must have the matching skill profile. Cisco's official routing and queueing documentation separates skill-based queues from non-skill queues and describes both skill criteria assigned directly to a queue and skill requirements assigned in a flow. Because the question specifically says the customer wants to use skill criteria assigned to queue functionality, the queue configuration must include the skill criteria. The agent side is handled through the skill profile assigned in the agent's settings; that profile carries the agent's skill values and proficiencies used by routing. Associating agents directly to the queue is a non-skill or agent-assignment model, and call distribution groups are for expanding team eligibility over time, not for defining agent skills. Assigning skill criteria to teams is also not the model Cisco documents.
Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 32
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:
Cisco protects Webex Contact Center APIs with rate limiting per client ID so that one application cannot exhaust shared platform capacity. The current default limit represented in this question is 30 requests per second and 1800 requests per minute for a given client ID. Those two values are the same rate expressed at different time scales, and both are used by administrators and developers when sizing integration retry logic.
The Webex developer guidance also stresses that clients must handle HTTP 429 responses and Retry-After behavior rather than assuming unlimited API throughput. The 300 requests per second and 1000 requests per minute options do not match the stated current Contact Center API limits. The 300 requests per minute figure appears in broader Webex REST API guidance for many APIs, but the question is asking specifically about the Webex Contact Center API limits in this context. Correct integrations should therefore throttle to 30 RPS and 1800 RPM unless Cisco grants or documents a different tenant-specific limit. Reference: Webex Developer, Webex Contact Center APIs; Webex Developer blog, Rate Limiting and the Webex API.
NEW QUESTION # 33
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