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Last Updated: Jul 29, 2026
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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% | - Analytics and optimization - AI-powered routing and automation - Third-party integrations and APIs - Advanced workflow design |
| Telephony and Call Routing | 30% | - Inbound and outbound telephony settings - Voice channel troubleshooting - Voice call routing components configuration - Webex Contact Center telephony architecture options - Telephony integration configuration |
| Digital Channels | 15% | - Digital contact routing configuration - Digital channel troubleshooting - Chat, email, SMS, social media channel integration |
1. 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.
2. A major corporation wants to migrate to Webex Contact Center but requires that the current PSTN carrier and enterprise PBX based agents be retained in its on-premises environment.
Which action must the engineer take to meet this requirement?
A) Work with their PSTN carrier to forward all contact center DIDs to Webex Calling to reach Webex Contact Center.
B) Port existing contact center DIDs to Cisco Calling Plan to enable Webex Calling to deliver calls to and from Webex Contact Center.
C) Configure an on-premises session border controller to act as a local gateway to route calls between on-premises environment and Webex Calling.
D) This requirement cannot be implemented using any configuration and would need them to order new PSTN services.
3. A customer wants supervisors to silently monitor agents without participants hearing monitoring tones. Which feature should be implemented?
A) Barge-in only
B) Silent monitoring
C) Call intercept
D) Whisper coaching
4. An administrator notices that agents receive chat requests even though their status is set to Away vailable for voice only.?Which configuration is MOST likely causing the issue?
A) Team capacity settings
B) Multimedia profile channel permissions
C) PSTN region assignment
D) Desktop browser cache
5. Refer to the exhibit. A Webex Contact Center engineer is investigating chat digital channel failure.
The engineer checks the failing transaction in the Webex Connect flow debugger and sees this output for Resolve Conversation node. Which action must the engineer take to resolve the issue?
A) Make sure that the Webex Contact Center agent is using valid credentials.
B) Change the Webex Contact Center administrator account password.
C) Authorize Webex CC Task integration in Webex Connect with valid credentials.
D) Make sure that the Webex Contact Center connector under Integrations in Webex Contact Center is created and active.
Solutions:
| Question # 1 Answer: Only visible for members | Question # 2 Answer: C | Question # 3 Answer: B | Question # 4 Answer: B | Question # 5 Answer: C |
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