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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Telephony and Call Routing | 30% | - Voice call routing components configuration - Voice channel troubleshooting - Telephony integration configuration - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options |
| Topic 2: Tenant Configuration and Reporting | 30% | - Call recording configuration - User and team configuration - Agent and supervisor desktop setup - Reporting dashboards and visualizations - Network requirements for Webex Contact Center |
| Topic 3: Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
| Topic 4: Advanced Features and AI | 25% | - AI-powered routing and automation - Third-party integrations and APIs - Analytics and optimization - Advanced workflow design |
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NEW QUESTION # 41
A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skill- based routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction.
Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)
Answer: C,D
Explanation:
In Webex Contact Center, skill-based routing is built from two sides: the queue must express the skill requirement, and the agent must have the matching skill profile. Cisco's official routing and queueing documentation separates skill-based queues from non-skill queues and describes both skill criteria assigned directly to a queue and skill requirements assigned in a flow. Because the question specifically says the customer wants to use skill criteria assigned to queue functionality, the queue configuration must include the skill criteria. The agent side is handled through the skill profile assigned in the agent's settings; that profile carries the agent's skill values and proficiencies used by routing. Associating agents directly to the queue is a non-skill or agent-assignment model, and call distribution groups are for expanding team eligibility over time, not for defining agent skills. Assigning skill criteria to teams is also not the model Cisco documents.
Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Create queues and configure routing patterns.
NEW QUESTION # 42
As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller's choice is logged and then passed as input to the Recording Control activity element of the flow.
Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)
Answer: B,E
Explanation:
Cisco's Recording Control activity gives caller consent precedence over tenant, queue, and recording schedule settings. In the documented precedence order, if user consent is set to Yes in the flow, the call is recorded regardless of the recording configuration at those other levels. If the user does not consent, the call is not recorded, also regardless of those other settings. If the Recording Control activity is not configured in the flow, the system falls back to the normal recording hierarchy: if any applicable tenant, queue, or schedule configuration is Yes, the call is recorded; if all are No, it is not. That is why option B is true and option C is false. Option D is also true because removing the flow activity returns control to queue-level or other configured recording policy. Option E is false because explicit Yes consent in the flow takes precedence over a recording schedule set to No. Reference: Cisco Help, Understand Routing and Queueing in Webex Contact Center; Build and manage flows with Flow Designer.
NEW QUESTION # 43
An administrator must connect a customer call to an external IVR service while retaining control of the call and later return it to the original flow. Which node must the administrator use to make this happen?
Answer: C
Explanation:
The Bridged Transfer node connects the caller to an external IVR or destination while Webex Contact Center retains control of the interaction. After the external service completes, the call can return to the original flow for continued processing.
NEW QUESTION # 44
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 # 45
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: A,E
Explanation:
The Webex app must be enabled in the desktopChatApp configuration, and the Webex app component must be included in the Desktop Layout header configuration so the icon is displayed in Agent Desktop.
NEW QUESTION # 46
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