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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 2: Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
- Implement webhooks and developer APIs to support external database queries
|
| Topic 3: Tenant Configuration and Reporting | 30% | - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors - Configure Webex Contact Center users and identity records - Analyze real-time and historical dashboards to isolate operational constraints - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure multi-tier customer experience variables and thresholds |
| Topic 4: Telephony and Call Routing | 30% | - Troubleshoot voice channels configuration mismatches
- Configure Webex Contact Center telephony integration and system interfaces - Describe Webex Contact Center telephony architecture options
|
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?
Correct Answer: A 🗳️
Explanation: Only visible for Actual4Labs members. You can sign-up / login (it's free).
Drag and Drop Question
The Cisco Webex Contact Center manager asks for a report that summarizes this information from the previous week:
- List of each call
- Caller's number
- Queue and queue duration
- Final agent
Drag and drop the fields from the left onto the corresponding categories on the right that are needed to create this report. Not all options are used.
Correct Answer:
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.)
Correct Answer: D,E 🗳️
Explanation: Only visible for Actual4Labs members. You can sign-up / login (it's free).
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.)
Correct Answer: A,C 🗳️
Explanation: Only visible for Actual4Labs members. You can sign-up / login (it's free).
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.)
Correct Answer: A,E 🗳️
Explanation: Only visible for Actual4Labs members. You can sign-up / login (it's free).
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