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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Describe network requirements for Webex Contact Center systems - Analyze real-time and historical dashboards to isolate operational constraints - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds |
| Telephony and Call Routing | 30% | - Configure inbound and outdial telephony options for Webex Contact Center agents - Troubleshoot voice channels configuration mismatches
- Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Advanced Features and AI | 25% | - Configure outbound campaign management pipelines and dialer options - Implement webhooks and developer APIs to support external database queries
|
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56. Frage
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?
Antwort: C
Begründung:
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.
57. Frage
An engineer configures a callback feature in Webex Contact Center. Customers report receiving callbacks long after the promised time window. Which metric should be analyzed first?
Antwort: C
Begründung:
Delayed callbacks are commonly related to queue congestion combined with retry interval settings. If callback requests remain queued because of insufficient agent availability or aggressive retry timing, customers may receive delayed responses. SIP registration timers and idle timeouts do not significantly affect callback scheduling workflows.
58. Frage
An administrator must set up a way to authenticate users via SMS using a randomly generated passcode. Which two nodes in Webex Connect are needed to implement this authentication?
(Choose two.)
Antwort: B,D
Begründung:
The Generate OTP node creates the random one-time passcode used for authentication. The SMS node sends that passcode to the user's mobile number so the user can verify their identity.
59. Frage
An engineer is configuring a new local gateway SIP trunk for their Webex Contact Center PSTN services.
The SIP trunk requires that
registration be refreshed every 2 minutes.
Which command meets this requirement?
Antwort: D
Begründung:
The registration refresh interval is derived from the expires value multiplied by the refresh ratio. In Cisco IOS XE Local Gateway configuration for Webex Calling, the registrar command commonly uses an expires value and a refresh-ratio. With expires 240 and refresh-ratio 50, the gateway refreshes registration at 50 percent of
240 seconds, which is 120 seconds, or exactly two minutes. Option B uses refresh-time, which is not the documented parameter used in the provided command style. Option C would refresh at 60 seconds because 50 percent of 120 is 60. Option D would refresh at 150 seconds because 50 percent of 300 is 150. The correct answer is therefore the command that sets expires to 240 with refresh-ratio 50 over TLS using the sips scheme. This aligns with Cisco's registration-based Local Gateway model, where the SBC must keep SIP registration active toward Webex Calling. Reference: Cisco Help, Configure Local Gateway on Cisco IOS XE for Webex Calling; Configure trunks, route groups, and dial plans for Webex Calling.
60. Frage
A supervisor within your organization must be able to record agent desktop screens with call audio to enhance application usage and process compliance during customer interactions in Webex Contact Center.
Which two functionalities must the administrator configure to ensure that the feature is properly set up and working correctly? (Choose two.)
Antwort: B,C
Begründung:
Screen recording with call audio in Webex Contact Center is a quality-management capability, not a generic flow or Webex Connect capability. Cisco positions Webex Workforce Optimization as the suite for quality management, workforce management, and related supervisor quality workflows. Screen recording requires the WFO quality management components and the proper Quality Management entitlement or license. Custom connectors to conversation intelligence platforms may export or analyze conversation data, but they do not create the native supervisor screen-recording capability. Webex Connect is the CPaaS/digital-channel automation platform and is not used to capture agent desktop screens with call audio. Calabrio ONE is historically associated with workforce optimization, but the Cisco answer pattern for current Webex Contact Center setup is Webex WFO plus the Quality Management license. That combination gives supervisors the recording and evaluation layer needed to review agent application usage and process compliance. Reference:
Cisco Help, Webex Contact Center Setup and Administration Guide; Webex Contact Center Data Sheet.
61. Frage
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Die Cisco 300-830 (Implementing Cisco Collaboration Cloud Customer Experience) Zertifizierungsprüfung ist eine Prüfung, die Fachkenntnisse und Fertigkeiten eines Menschen testet. Wenn Sie einen Job in der IT-Branche suchen, werden Sie viele Personalmanager nach den relevanten Cisco 300-830 IT-Zertifikaten fragen. Wenn Sie das Cisco 300-830 (Implementing Cisco Collaboration Cloud Customer Experience) Zertifikat haben, können Sie sicher Ihre Wettbewerbsfähigkeit verstärken.
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