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Last Updated: Aug 13, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Digital Channels | 15% | - Configure software components to route digital contacts within Webex Contact Center frameworks - Troubleshoot digital channels delivery faults across modern communication flows
|
| Advanced Features and AI | 25% | - Describe AI capabilities within Webex Contact Center architectures
|
| 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 - Describe Webex Contact Center telephony architecture options
|
| Tenant Configuration and Reporting | 30% | - Analyze real-time and historical dashboards to isolate operational constraints - Configure Webex Contact Center users and identity records - Describe Webex Contact Center reporting analytics and data visibility tracking - Configure security profiles, skills-based routing rules, and scheduling patterns - Configure multi-tier customer experience variables and thresholds - Configure desktop layouts and custom desktop profiles for agents and supervisors - Describe network requirements for Webex Contact Center systems |
1. The agents in your team accept voice, email, and chat interactions, but a few agents cannot focus on multiple interactions. Which multimedia profile type must be configured for agents to focus only on one contact?
A) Exclusive
B) Blended Real Time
C) Voice Only
D) Blended
2. 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?
A) The Agent Desktop layout prohibits Whatsapp and SMS.
B) The agent is not provisioned for Digital channels.
C) The agent is missing the enhanced license.
D) The agent is missing the premium license.
3. An engineer must troubleshoot intermittent registration failures for Webex Room Devices. Which DNS record is MOST critical for SIP service discovery?
A) SRV
B) TXT
C) PTR
D) MX
4. Refer to the exhibit. An engineer is developing a web chat workflow for the marketing department.
After the standard Live Chat workflow template is deployed, chats are failing. The chat widget on the website is visible. When a new chat is started, the message "Sorry, unable to process your request right now. Please try again later" is received. The engineer debugs the workflow and receives the response in the exhibit from the resolve node. Which action resolves the issue?
A) Set the Workflow Custom Variable chatDomain to a valid value.
B) Set the Resolve Node Media Type to Live Chat and Media Channel to In-App Messaging.
C) Set the Resolve Node Media Type to Chat and Media Channel to Live Chat.
D) Set the Workflow Custom Variable liveChatDomain to a valid value.
5. A customer complains that Webex meetings consume excessive bandwidth during large conferences with video enabled. Which feature helps optimize bandwidth utilization?
A) Static RTP pinning
B) CAC and adaptive video resolution
C) H.323 gatekeeper zones
D) SIP normalization scripts
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: A | Question # 4 Answer: D | Question # 5 Answer: B |
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