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| Section | Weight | Objectives |
|---|---|---|
| Tenant Configuration and Reporting | 30% | - Agent and supervisor desktop setup - Network requirements for Webex Contact Center - User and team configuration - Call recording configuration - Reporting dashboards and visualizations |
| Advanced Features and AI | 25% | - Third-party integrations and APIs - AI-powered routing and automation - Advanced workflow design - Analytics and optimization |
| Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Webex Contact Center telephony architecture options - Voice call routing components configuration - Voice channel troubleshooting - Telephony integration configuration |
| Digital Channels | 15% | - Digital channel troubleshooting - Chat, email, SMS, social media channel integration - Digital contact routing configuration |
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?
Correct Answer: C 🗳️
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An administrator is designing a flow in Webex Connect that includes a Scheduled Callback activity node. Which two values must be provided to configure the Scheduled Callback node successfully? (Choose two.)
Correct Answer: A,D 🗳️
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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?
Correct Answer: B 🗳️
Explanation: Only visible for Exams4Collection members. You can sign-up / login (it's free).
A Webex Contact Center engineer is investigating an issue with outgoing email failures from a specific service in Webex Connect. The engineer wants to see all the failed transactions for last 7 days. Which two tools in Webex Connect provide the information needed to resolve the issue?
(Choose two.)
Correct Answer: C,D 🗳️
Explanation: Only visible for Exams4Collection members. You can sign-up / login (it's free).
A Webex Contact Center manager wants to synchronize Webex App presence states with the Webex Contact Center Agent Desktop to improve agent efficiency. Also, the manager wants the Agent Desktop to automatically switch to the already configured the "WebexAppCall" Webex Contact Center idle state when an agent is engaged in a non-Webex Contact Center call on the Webex App. Which three actions must be taken to meet these requirements? (Choose three.)
Correct Answer: A,D,E 🗳️
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