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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
| Telephony and Call Routing | 30% | - Voice channel troubleshooting - Webex Contact Center telephony architecture options - Inbound and outbound telephony settings - Telephony integration configuration - Voice call routing components configuration |
| Advanced Features and AI | 25% | - Third-party integrations and APIs - Analytics and optimization - AI-powered routing and automation - Advanced workflow design |
| Tenant Configuration and Reporting | 30% | - User and team configuration - Reporting dashboards and visualizations - Call recording configuration - Network requirements for Webex Contact Center - Agent and supervisor desktop setup |
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NEW QUESTION # 32
A system administrator is updating the Agent Desktop layout to include a custom widget designed to execute background logic that triggers a custom CRM screen pop upon the arrival of an SMS.
Under which area object must the widget be configured?
Answer: A
Explanation:
A headless widget is used when the widget must run background logic without being displayed as a visible Agent Desktop panel. This is the correct area for triggering custom behavior such as a CRM screen pop when an SMS interaction arrives.
NEW QUESTION # 33
The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?
Answer: A
Explanation:
The Exclusive multimedia profile allows an agent to handle only one interaction at a time across supported channels. This ensures agents who accept voice, email, and chat can focus on a single contact without receiving additional concurrent interactions.
NEW QUESTION # 34
A Webex Contact Center engineer is configuring a new chat digital channel for their organization. Chat digital channel interactions will be handled by Webex Contact Center agents.
Which two actions must be taken as part of the configuration? (Choose two.)
Answer: D,E
Explanation:
A chat digital channel handled by Webex Contact Center agents needs a channel object of type Chat and an asset assigned to that channel. Cisco's digital channel setup model uses assets to represent external channel identities, such as a web chat asset, email asset, SMS asset, or social asset. The channel then connects that asset to Webex Contact Center routing so the conversation can be created, queued, and delivered to agents.
Assigning a phone number is relevant to voice or SMS-style channel designs, not to a Web Chat asset.
Creating an Email channel or Social Channel would build the wrong media type and would not make a chat widget route as chat. The two required steps therefore match the platform object model: create a channel with Chat as the channel type and assign the appropriate asset to that channel. Once that is done, flows and Queue Task nodes can route the chat to Webex Contact Center agents. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Livechat.
NEW QUESTION # 35
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,B
Explanation:
Webex Contact Center API rate limiting is applied per client ID with default limits of 30 requests per second and 1800 requests per minute. These limits control both short burst traffic and sustained request volume for the client application.
NEW QUESTION # 36
To elevate their customer experience, Redwood Solutions wants to proactively identify and resolve customer dissatisfaction before it escalates. Which Cisco AI Assistant feature provides the required functionality?
Answer: D
Explanation:
Automatic CSAT scoring uses AI to evaluate customer interactions and predict satisfaction levels, helping the organization identify dissatisfied customers proactively and take action before issues escalate.
NEW QUESTION # 37
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