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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
- Implement webhooks and developer APIs to support external database queries
|
| 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 - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds - Describe Webex Contact Center reporting analytics and data visibility tracking - Describe network requirements for Webex Contact Center systems - Configure desktop layouts and custom desktop profiles for agents and supervisors |
| Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Describe Webex Contact Center telephony architecture options
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
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NEW QUESTION # 69
A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
Answer: B
Explanation:
A Local Gateway design is the correct migration pattern when the enterprise wants to retain an existing PSTN carrier and on-premises PBX-based agent environment. Cisco positions Local Gateway as the component that integrates the existing on-premises deployment with Webex Calling, allowing organizations to migrate at their own pace while continuing to use existing PSTN and call-control investments. In this design, an on-premises SBC, commonly Cisco Unified Border Element or another supported border element, routes calls between the enterprise environment and Webex Calling/Webex Contact Center. Porting DIDs to Cisco Calling Plan would replace the PSTN arrangement rather than retain it. Asking the PSTN carrier to forward all contact center numbers to Webex Calling may work for a simple design, but it does not retain PBX-based routing and agent connectivity in the same controlled way. The requirement is implementable, and Local Gateway is the documented method. Reference: Cisco Help, Get started with Local Gateway; Webex Contact Center Data Sheet.
NEW QUESTION # 70
An administrator configured a Webex bot for internal users to report IT issues via the Webex App.
Incoming messages are sent to a webhook endpoint managed by Webex Connect, with conversation logic in a single flow. The administrator notices that each time a user sends a message, the flow in Webex Connect starts from the beginning, rather than continuing the conversation from where it left off. Which action must the administrator take in the Webex Connect flow to prevent the conversation from restarting with each message?
Answer: B
Explanation:
A Receive node must be configured to wait for the next inbound message from the same user, using a custom event that matches the user email. This keeps the conversation state within the existing flow execution instead of starting a new flow instance for every message.
NEW QUESTION # 71
A Webex Contact Center engineer is configuring a new email digital channel flow in Webex Connect flow builder.
Which node must the engineer use to ensure that emails are routed to Webex Contact Center for contact distribution?
Answer: B
Explanation:
The Queue Task node is the Webex Connect node that routes a digital interaction to Webex Contact Center for distribution. Cisco's Webex Connect documentation states that Queue Task calls the Webex CC Queue Task API to queue the contact at Webex Contact Center. In an email digital-channel flow, the channel receives or creates the conversation in Webex Connect, but a live-agent handoff requires creating or queueing a task so Webex Contact Center can apply routing, queue selection, skills, and agent assignment. A Screen Pop node provides information to an agent desktop after routing has occurred; it does not queue the email.
Create Conversation creates the conversation object but does not distribute the work to a contact center agent.
Add Participant is used to add a participant to a conversation, not to place the email interaction into the contact center routing engine. Therefore, Queue Task is the required node for contact distribution. Reference:
Webex Connect Help, Queue Task - WXCC; Webex CC Task Integration Nodes and Node Authorizations.
NEW QUESTION # 72
Drag and Drop Question
An engineer is designing a Cisco Webex Contact Center call queue. Drag and drop the configuration actions from the left that are needed to meet the call queue requirements to the right. Not all options are used.
Answer:
Explanation:
NEW QUESTION # 73
The Webex app can be accessed from the Agent Desktop to allow agents to communicate with fellow agents, supervisors, or SMEs.
Which two parameter-value combinations are required in the Desktop Layout for the Webex app to be displayed? (Choose two.)
Answer: B,C
Explanation:
The Webex App inside Agent Desktop is controlled through the desktop layout JSON, not merely by installing the Webex App separately. Cisco documentation for supervisor and desktop features points administrators to the webexConfigured setting in the Webex Contact Center desktop layout. The layout also uses the AgentX Webex component identifier to render the embedded Webex application area. That is why the two required parameter combinations are the desktopChatApp object with webexConfigured set to true and the component value agentx-webex. The value webex-app is not the documented component name for this layout object. A generic webexAppEnabled Boolean or webexApp enabled object may look plausible, but it is not the required JSON pattern in the Cisco desktop layout schema. The result is practical: if either the correct component or the webexConfigured flag is absent, the embedded Webex App will not display in Agent Desktop for agent-to-agent, supervisor, or SME collaboration. Reference: Cisco Help, Create custom desktop layout; Supervise your agents and teams.
NEW QUESTION # 74
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