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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Describe Webex Contact Center telephony architecture options
- Configure inbound and outdial telephony options for Webex Contact Center agents |
| Topic 2: Tenant Configuration and Reporting | 30% | - Configure security profiles, skills-based routing rules, and scheduling patterns - Analyze real-time and historical dashboards to isolate operational constraints - Describe network requirements for Webex Contact Center systems - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records |
| Topic 3: Advanced Features and AI | 25% | - Implement webhooks and developer APIs to support external database queries
|
| 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 # 70
Which configuration action must be taken to enable the real-time transcripts AI Assistant feature?
Answer: A
Explanation:
Real-time transcripts require the call audio stream to be started before the interaction is delivered to the queue or agent. Adding the Media Stream node at that point enables the AI Assistant to receive the live audio needed to generate real-time transcription during the customer interaction.
NEW QUESTION # 71
A collaboration engineer needs to secure communications between Webex devices and cloud services. Which protocol combination provides signaling encryption and media encryption?
Answer: C
Explanation:
TLS encrypts signaling traffic such as SIP registration and call setup messages, while SRTP encrypts voice and video media streams. Together, they provide end-to-end protection for collaboration traffic. SIP and RTP alone do not inherently encrypt communications unless paired with TLS and SRTP respectively.
NEW QUESTION # 72
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: B
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 # 73
Quantum Innovations wants to automate the handling of these customer queries: product warranty details current promotions delivery timelines nearest store based on a postal code The solution must provide accurate responses quickly and consistently .
Which solution meets the customer requirements?
Answer: A
Explanation:
The customer wants fast, accurate, consistent responses across multiple knowledge-driven topics: warranty details, promotions, delivery timelines, and nearest-store lookup by postal code. A traditional IVR menu can route callers through static options, but it does not answer varied natural-language questions well. A live agent can answer them, but that does not meet the automation and consistency requirement. A scripted AI agent follows defined paths and is useful when the conversation is highly controlled, but it is less suitable when the customer may ask different factual questions that need retrieval from knowledge or business systems. Cisco Webex AI Agent Studio distinguishes autonomous AI agents for more flexible customer interactions based on configured knowledge, tools, and fulfillment behavior. An autonomous AI agent can interpret the request, use the appropriate knowledge or lookup path, and respond consistently without waiting for a human. That makes it the best fit for this use case. Reference: Cisco Help, Webex AI Agent Studio Administration guide; Use AI agents for customer interactions.
NEW QUESTION # 74
Which API scope is required for a REST PUT request to /organization/{orgid}/v2/contact-service-queue/{id}?
Answer: A
Explanation:
A REST PUT request that modifies a contact-service queue is an administrative write operation. Cisco's Webex Contact Center API model uses scopes to separate read-only access from configuration changes. The endpoint /organization/{orgid}/v2/contact-service-queue/{id} updates an existing queue object, so the integration must hold the organization-level administrative write scope. The read scopes, such as cjp:
config_read or cjds:admin_org_read, are appropriate when an application only retrieves configuration data.
They do not authorize mutation of queue configuration. The cjp:user scope is also not sufficient because queue configuration is a tenant or organization-level administrative resource, not a simple user-context operation. The scope cjds:admin_org_write is therefore the correct scope for a PUT operation on contact- service-queue. This matches the principle used throughout Cisco's API documentation: write methods require write-capable scopes, especially for configuration entities. Reference: Webex Contact Center Developer API Reference, Contact Service Queues; Webex Developer, Contact Center Service Apps.
NEW QUESTION # 75
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