Question 1

A user has the agent role and plans to sign in to Cisco Webex Contact Center desktop. Which system meets the requirements for WebRTC as the agent phone device?

Options :

A : Option A

B : Option B

C : Option C

D : Option D

Answer: B

Question 2

An administrator configured a Webex bot for internal users to report IT issues via the Webex App. Incoming messages are sent to a webhook endpoint managed by Webex Connect, with conversation logic in a single flow. The administrator notices that each time a user sends a message, the flow in Webex Connect starts from the beginning, rather than continuing the conversation from where it left off. Which action must the administrator take in the Webex Connect flow to prevent the conversation from restarting with each message?

Options :

A : Set up a Receive node that uses a custom event that matches the Webex bot email.

B : Set up a Receive node that uses a custom event that matches the user email.

C : Configure multiple webhooks, each triggering a different part of the flow based on the user’s message content

D : Use a Call Flow node to split the flow into multiple smaller flows and call them as needed for each message

Answer: B

Question 3

As per the policy, the business requires explicit permission from the caller before any interaction can be recorded in the contact center. To manage this, the flow includes a Menu IVR activity that presents recording consent options to the caller. The caller’s choice is logged and then passed as input to the Recording Control activity element of the flow. Which two statements are true based on the functionality and rules of the Recording Control activity? (Choose two.)

Options :

A : If the user doesn’t provide any consent or response to the activity, then the call is not recorded,regardless of the recording configuration set at the tenant, queue, or recording schedule level.

B : If the caller provides explicit consent as Yes in the flow, then the call is recorded, even when the recording configuration is set to ‘No’ at the tenant, queue, or recording schedule level.

C : If the caller reaches the queue but explicitly declines consent, the call is still recorded because the recording configuration for the whole tenant is set to Yes.

D : If the Recording Control activity is temporarily removed from the flow, any call routed to the queue and presented to an agent is recorded, which overrides the tenant-level No setting if the specific queuelevel setting is set to Yes

E : If the caller provides explicit consent as Yes, but their call is handled by an agent whose specific recording schedule is set to No, the call is not recorded.

Answer: B,D

Question 4

A customer using Webex Contact Center wants to transition from traditional agent-based routing to a skillbased routing model that uses skill criteria assigned to the queue functionality to enhance efficiency and customer satisfaction. Which two essential configuration actions must the administrator complete to successfully take this transition? (Choose two.)

Options :

A : Associate agents directly with the queue.

B : Assign call distribution groups to queues.

C : Assign skill profile directly to agents.

D : Associate skill criteria to the queues.

E : Assign skill criteria to the agent teams that are grouped into call distribution groups.

Answer: C,D

Question 5

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?

Options :

A : The agent is not provisioned for Digital channels.

B : The agent is missing the enhanced license.

C : The agent is missing the premium license.

D : The Agent Desktop layout prohibits WhatsApp and SMS.

Answer: C

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