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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Digital Channels | 15% | - Troubleshoot digital channels delivery faults across modern communication flows
|
| Topic 2: Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Configure inbound and outdial telephony options for Webex Contact Center agents - Configure infrastructure components to route voice calls within Webex Contact Center flows
|
| Topic 3: Tenant Configuration and Reporting | 30% | - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure desktop layouts and custom desktop profiles for agents and supervisors - 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 Webex Contact Center users and identity records - Configure multi-tier customer experience variables and thresholds |
| Topic 4: Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
|
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: A,E 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
A collaboration engineer needs to secure communications between Webex devices and cloud services. Which protocol combination provides signaling encryption and media encryption?
Correct Answer: B 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Correct Answer: C,D 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
A customer wants AI-generated call summaries for agents after each interaction in Webex Contact Center. Which Cisco cloud feature provides this capability?
Correct Answer: D 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
Correct Answer: B,C 🗳️
Explanation: Only visible for Pass4guide members. You can sign-up / login (it's free).
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