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| Section | Weight | Objectives |
|---|---|---|
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Telephony integration configuration - Voice call routing components configuration - Voice channel troubleshooting |
| Digital Channels | 15% | - Digital contact routing configuration - Digital channel troubleshooting - Chat, email, SMS, social media channel integration |
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Reporting dashboards and visualizations - Agent and supervisor desktop setup - Call recording configuration - User and team configuration |
| Advanced Features and AI | 25% | - Analytics and optimization - AI-powered routing and automation - Third-party integrations and APIs - Advanced workflow design |
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NEW QUESTION # 57
Which two domains must be allowed through the firewall or VPN of the organization to ensure that the WxCC Agent Desktop can connect and function correctly? (Choose two.)
Answer: A,E
Explanation:
Agent Desktop connectivity depends on the Webex service domains and the Contact Center service domain being reachable over HTTPS. Cisco's security and network documentation for Webex Contact Center includes domain allow-listing so the browser desktop can load scripts, APIs, authentication paths, media-related services, and Contact Center application components. The official domain patterns include Webex domains such as *.wbx.com on port 443 and Contact Center service domains such as *.ciscoccservice.com on port 443.
Blocking either can prevent the desktop from loading, authenticating, or communicating with Contact Center services. The ucce.com domain is associated with Unified Contact Center Enterprise naming, not Webex Contact Center Agent Desktop. The generic amazonaws.com domain may appear in some cloud service paths, but it is not one of the two direct required domain answers here. The wxcc.com option is also not the official service domain in the documented network requirement list. Reference: Cisco Help, Set up security for Webex Contact Center; System requirements for Webex Contact Center Desktop.
NEW QUESTION # 58
An engineer is configuring inbound telephony for a new Cisco Webex Contact Center deployment. Which two configurations are needed to ensure that calls are routed to agents?
(Choose two.)
Answer: C,D
Explanation:
Inbound calls must be associated with a DNIS so the call can enter the correct flow, and the flow must route the contact to a queue that has teams assigned. The assigned teams provide the agent pool that can receive and handle the queued calls.
NEW QUESTION # 59
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: A
Explanation:
WhatsApp and SMS are premium digital channels in the Webex Contact Center licensing model. Cisco's Webex Contact Center data sheet distinguishes Standard Agent and Premium Agent capabilities. Standard Agent includes core contact center functions and agent-assisted chat and email, while Premium Agent adds broader digital communication channels such as SMS, social channels, multichannel analytics, and supervisor monitoring capabilities. The scenario says the agent can receive Chat and Voice, so the agent is already provisioned for basic voice and chat handling. The missing capabilities are specifically WhatsApp and SMS, which are part of the higher digital-channel entitlement. An enhanced license is not the relevant license category in the Cisco Webex Contact Center agent-type model. The desktop layout can affect UI presentation, but it would not by itself entitle the agent to receive those channel types. The missing configuration is therefore the Premium license. Reference: Cisco Webex Contact Center Data Sheet; Cisco Help, Set up digital channels in Webex Contact Center.
NEW QUESTION # 60
Drag and Drop Question
A user has the agent role and needs a desktop experience that meets these requirements:
- stops receiving inbound engagements without affecting KPIs
- can transfer calls to frequent destinations
- can categorize the call intent
Drag and drop the actions that must be performed from the left onto the right to configure WxCC to accomplish this goal. Actions can be placed in any order. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 61
During troubleshooting, an engineer observes high packet loss affecting Webex meetings. Which symptom is MOST likely experienced by users?
Answer: C
Explanation:
Packet loss directly impacts real-time media streams, causing symptoms such as choppy audio, robotic voice quality, frozen video, or one-way audio. Collaboration applications are highly sensitive to packet loss because RTP traffic depends on continuous packet delivery with minimal retransmission opportunities.
NEW QUESTION # 62
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