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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Tenant Configuration and Reporting | 30% | - Reporting dashboards and visualizations - Agent and supervisor desktop setup - Call recording configuration - User and team configuration - Network requirements for Webex Contact Center |
| Topic 2: Telephony and Call Routing | 30% | - Telephony integration configuration - Voice call routing components configuration - Inbound and outbound telephony settings - Voice channel troubleshooting - Webex Contact Center telephony architecture options |
| Topic 3: Digital Channels | 15% | - Digital contact routing configuration - Chat, email, SMS, social media channel integration - Digital channel troubleshooting |
| Topic 4: Advanced Features and AI | 25% | - Advanced workflow design - Analytics and optimization - Third-party integrations and APIs - AI-powered routing and automation |
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NEW QUESTION # 41
Which action must an administrator take in a Webex Contact Center voice flow to ensure that, after a customer selects option 2 for Spanish in the initial language menu, all AI Agent responses are delivered in Spanish using a consistent, professional executive-sounding Spanish voice, regardless of the caller's location or dialect?
Answer: D
Explanation:
Language and voice are separate configuration values in a Webex Contact Center voice flow using AI Agent responses. The Global_Language variable controls the response language, while Global_VoiceName selects the voice used by text-to-speech or AI-agent speech output. Setting only Global_Language to es-ES would change the language but would not guarantee the company-approved Spanish voice. Setting only a friendly voice name without the language would not guarantee Spanish recognition and generation behavior. The string en-ES is invalid for Spanish in this context because en identifies English, while es-ES identifies Spanish for Spain. The requirement asks for consistent professional executive-sounding Spanish regardless of caller location or dialect, so both values must be explicitly set after the menu selection: Global_Language to es-ES and Global_VoiceName to the approved Spanish voice system name. This gives the flow deterministic language and voice behavior. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Use AI agents for customer interactions.
NEW QUESTION # 42
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Answer: B,E
Explanation:
An email channel requires a channel asset to define the email channel configuration and an entry point so incoming email conversations can enter Webex Contact Center routing. The entry point is then used to route the conversation through the configured workflow and eventually to a live agent.
NEW QUESTION # 43
As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow.
Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)
Answer: B,E
Explanation:
Cisco's Recording Control activity gives caller consent precedence over tenant, queue, and recording schedule settings. In the documented precedence order, if user consent is set to Yes in the flow, the call is recorded regardless of the recording configuration at those other levels. If the user does not consent, the call is not recorded, also regardless of those other settings. If the Recording Control activity is not configured in the flow, the system falls back to the normal recording hierarchy: if any applicable tenant, queue, or schedule configuration is Yes, the call is recorded; if all are No, it is not. That is why option B is true and option C is false. Option D is also true because removing the flow activity returns control to queue-level or other configured recording policy. Option E is false because explicit Yes consent in the flow takes precedence over a recording schedule set to No. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Build and manage flows with Flow Designer.
NEW QUESTION # 44
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service- queue/{id}?
Answer: C
Explanation:
A REST PUT request modifies an organization-level Contact Service Queue resource, so it requires the organization administration write scope. This scope grants permission to update configuration objects for the organization.
NEW QUESTION # 45
A Webex Contact Center deployment includes multiple communication channels. Management wants interactions automatically routed to the most qualified agents based on skill level. Which routing strategy should be used?
Answer: B
Explanation:
Skills-based routing evaluates agent competencies and routes interactions according to predefined skill attributes and proficiency levels. This improves customer experience and first- contact resolution. Round robin and longest available methods distribute workload but do not consider specialized agent expertise.
NEW QUESTION # 46
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