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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
- Describe AI capabilities within Webex Contact Center architectures
|
| Topic 2: Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Topic 3: Telephony and Call Routing | 30% | - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Configure Webex Contact Center telephony integration and system interfaces |
| Topic 4: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
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NEW QUESTION # 77
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?
Answer: C
Explanation:
WebRTC as an agent phone device requires a supported desktop operating system, a supported browser such as Chrome, sufficient network bandwidth, and browser settings that allow the Contact Center desktop to function correctly. This system meets those requirements with Windows 11, Chrome, physical host usage, adequate bandwidth, and pop-ups allowed.
NEW QUESTION # 78
What are two characteristics of the Microsoft Dynamics 365 Connector integration for Cisco Webex Contact Center? (Choose two.)
Answer: B,C
Explanation:
The Microsoft Dynamics 365 connector supports certificate-based OAuth authentication for secure integration with Dynamics 365. It also supports CRM-integrated agent workflows, such as screen pops, case handling, and activity logging from the Webex Contact Center integration.
NEW QUESTION # 79
A Webex Contact Center Administrator is trying to configure team-based call distribution. The requirement is to handle Sales Queue calls before Accounting Queue calls.
- All Sales calls in the queue must be routed to agents before
Accounting calls.
- If an older Accounting call is in the queue and a Sales call is
received by the system, the Sales call must get priority.
- When no Sales call is in the queue, Accounting calls can be routed to agents.
How can this be achieved within team configuration?
Answer: D
Explanation:
Queue ranking controls the priority of queues within team-based call distribution. By ranking the Sales Queue higher than the Accounting Queue, Sales calls are routed first even when Accounting calls have been waiting longer, while Accounting calls are routed only when no higher-ranked Sales calls are waiting.
NEW QUESTION # 80
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: C
Explanation:
The Agent Activity Record repository tracks agent state changes and activity events, including when an agent selects a break or idle reason. Querying this repository provides the count of break occurrences for the agent.
NEW QUESTION # 81
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: C,D
Explanation:
Functions in Webex Contact Center Flow Designer are intended for logic that is too complex for native flow expressions or Pebble templates. Cisco supports writing these functions in JavaScript and Python. Those languages are appropriate because they are widely used for lightweight data transformation, JSON parsing, conditional logic, and API response manipulation inside cloud workflows. The scenario says the administrator must parse complex data returned from an API call and cannot implement the logic with Pebble templates, so a function is the correct tool. TypeScript, Go, and Rust are powerful general-purpose languages, but they are not the supported function languages in the Flow Designer function runtime for this exam objective. The answer is not about what languages can parse JSON in theory; it is about what Cisco's Webex Contact Center function feature allows. Therefore JavaScript and Python are the two valid selections. Reference: Cisco Help, Build and manage flows with Flow Designer; Webex Contact Center Flow Designer function documentation.
NEW QUESTION # 82
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