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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
|
| Topic 3: Tenant Configuration and Reporting | 30% | - Configure multi-tier customer experience variables and thresholds - Describe network requirements for Webex Contact Center systems - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure Webex Contact Center users and identity records - Configure desktop layouts and custom desktop profiles for agents and supervisors - Analyze real-time and historical dashboards to isolate operational constraints - Configure security profiles, skills-based routing rules, and scheduling patterns |
| Topic 4: Telephony and Call Routing | 30% | - Configure Webex Contact Center telephony integration and system interfaces - Configure infrastructure components to route voice calls within Webex Contact Center flows
- Troubleshoot voice channels configuration mismatches
|
A Webex Contact Center agent can receive Chat and Voice channel interactions, however the agent is not able to receive Whatsapp or SMS interactions. What is missing from the agent configuration to enable the agent to receive those interactions?
Correct Answer: C 🗳️
Explanation: Only visible for TroytecDumps members. You can sign-up / login (it's free).
What are the two current default rate limits for a given client ID when Webex Contact Center APIs are protected with rate limiting? (Choose two.)
Correct Answer: B,E 🗳️
Explanation: Only visible for TroytecDumps members. You can sign-up / login (it's free).
An engineer must troubleshoot intermittent registration failures for Webex Room Devices. Which DNS record is MOST critical for SIP service discovery?
Correct Answer: D 🗳️
Explanation: Only visible for TroytecDumps 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:

An administrator configures Webex Experience Management surveys after customer calls.
Customers report that surveys are not triggered when agents transfer calls internally between queues. What is the MOST likely reason for this behavior?
Correct Answer: A 🗳️
Explanation: Only visible for TroytecDumps members. You can sign-up / login (it's free).
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