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Updated: Sep 06, 2026
Q & A: 82 Questions and Answers
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| Section | Weight | Objectives |
|---|---|---|
| Tenant Configuration and Reporting | 30% | - Network requirements for Webex Contact Center - Agent and supervisor desktop setup - Reporting dashboards and visualizations - Call recording configuration - User and team configuration |
| Advanced Features and AI | 25% | - Third-party integrations and APIs - Analytics and optimization - Advanced workflow design - AI-powered routing and automation |
| Telephony and Call Routing | 30% | - Webex Contact Center telephony architecture options - Voice call routing components configuration - Inbound and outbound telephony settings - Telephony integration configuration - Voice channel troubleshooting |
| Digital Channels | 15% | - Chat, email, SMS, social media channel integration - Digital contact routing configuration - Digital channel troubleshooting |
Question 1
An engineer is configuring an email channel for their organization. A virtual agent will route conversations in the channel to a live agent. The organization already contains several channels.
Which two actions must the engineer take as part of the configuration? (Choose two.)
A. Create templates for digital channels.
B. Onboard the company.
C. Create entry points.
D. Create channel assets.
E. Authorize nodes.
Question 2
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
A. Enable Outdial on a desktop profile.
B. Assign a wrap-up reason to the outdial queue.
C. default outdial Automatic Number Identification at the tenant level
D. Add the agent to the outbound team.
E. Automatic Number Identification in Flow Designer
Question 3
A Webex Contact Center Administrator trying to troubleshoot a flow design. The flow will play a message to the caller and will proceed to execute a Webex AI agent for further call processing.
While troubleshooting the flow, the administrator notices that only Webex CCAI Config is present in the Virtual Agent field. The administrator verified that Webex AI agents are licensed for the organization and are ready for use within the flow. Which action must the administrator take to resolve the issue?
A. Reload Flow Designer to refresh the configuration.
B. Type the name of Webex AI agent in Virtual Agent field, save, and publish.
C. Create a connector in Control Hub for Webex AI agent.
D. Use Virtual Agent V2 node.
Question 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 Chat and Media Channel to Live Chat.
C. Set the Workflow Custom Variable liveChatDomain to a valid value.
D. Set the Resolve Node Media Type to Live Chat and Media Channel to In-App Messaging.
Question 5
An administrator needs to authenticate users to Webex services using the company's existing identity provider. Which technology enables this integration?
A. SNMPv3
B. SAML single sign-on
C. TFTP authentication
D. CAPF enrollment
Solutions:
| Question 1 Answer: C,D | Question 2 Answer: A,C | Question 3 Answer: D | Question 4 Answer: C | Question 5 Answer: B |
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