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| Section | Objectives |
|---|---|
| Topic 1: Security and Troubleshooting | - Secure collaboration deployment
|
| Topic 2: Hybrid Collaboration Services | - Hybrid services integration
|
| Topic 3: Edge and Expressway Deployment | - Cisco Expressway configuration
|
| Topic 4: Cloud Collaboration Architecture | - Cisco Webex cloud services overview
|
| Topic 5: SIP and PSTN Connectivity | - SIP trunking design and troubleshooting
|
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NEW QUESTION # 42
An engineer must generate a report that details the number of times an agent took or placed a call.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Answer: C
Explanation:
The number of times an agent took or placed a call is counted from customer/contact activity data because the metric is tied to handled interactions, not simply to agent state. Cisco Analyzer divides data into agent records and customer records. Agent Activity Record is useful for state transitions such as available, idle, break, and activity-state duration. Agent Session Record summarizes the agent's login session. Customer Session Record summarizes the overall customer session. Customer Activity Record captures contact activities and interaction legs, which is where answered calls, outbound calls, transfer-related activity, and agent handling events are represented. When the business question is how many calls an agent took or placed, the repository must count interaction activity associated with the agent. That is why Customer Activity Record is the correct source. The distinction is important: agent repositories explain what the agent was doing over time, while customer activity repositories explain what happened to contacts and calls. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
NEW QUESTION # 43
A customer integrates Salesforce with Webex Contact Center. Screen pop functionality fails intermittently during inbound calls. Which issue is MOST likely responsible?
Answer: A
Explanation:
Screen pop integrations frequently rely on browser-based events or new windows. Modern browsers often block automatic pop-ups unless explicitly permitted. Intermittent failures commonly result from inconsistent browser security behavior or user permissions. SIP signaling, codec selection, and SRTP do not directly control CRM screen pop operations.
NEW QUESTION # 44
A supervisor in a contact center must manage recording-related activities to ensure their team's compliance and maintain quality standards. Which three recording management capabilities can the supervisor perform in Webex Contact Center to effectively handle various recording management tasks that support operational efficiency? (Choose three.)
Answer: A,C,D
Explanation:
Supervisors can manage recordings by searching for specific customer-agent interactions, filtering recordings based on defined criteria, and tagging recordings with descriptive keywords to support review, compliance tracking, and quality management workflows.
NEW QUESTION # 45
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: B
Explanation:
Queue ranking is the feature designed for this exact business rule. Cisco's Webex Contact Center team configuration documentation allows administrators to rank queues for a team by media type, with lower numerical rank having higher priority. Cisco's routing documentation explains that ranked queues take precedence over queues without the same priority and that queue ranking can be used across media types. In the scenario, Sales must always be handled before Accounting, even when an Accounting call has waited longer. This is not a normal first-in-first-out queue rule; it is a cross-queue prioritization requirement.
Configuring capacity-based queues would change the queue operating model but would not impose Sales- before-Accounting precedence. Asking agents to ignore Accounting calls is not a system configuration and would produce inconsistent reporting and service levels. A Sales-only skill profile would prevent Accounting handling rather than defer it until Sales is empty. Queue ranking is the controlled team-based mechanism that satisfies the requirement. Reference: Cisco Help, Manage teams in Webex Contact Center; Understand Routing and Queueing in Webex Contact Center.
NEW QUESTION # 46
Refer to the exhibit. Agent X has a Skill Profile assigned and the Skill Profile has skills assigned according to their proficiency. In which two places can you define call routing criteria for routing calls to this agent? (Choose two.)
Answer: A,B
Explanation:
Skill-based routing criteria can be defined by assigning skill requirements to the queue and by specifying skill requirements in the flow when routing the contact. These criteria are matched against the agent's assigned Skill Profile and proficiency values to determine whether the agent is eligible to receive the call.
NEW QUESTION # 47
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