To elevate their customer experience, Redwood Solutions wants to proactively identify and resolve customer dissatisfaction before it escalates.
Which Cisco AI Assistant feature provides the required functionality?
Correct Answer: C
The requirement is to detect customer dissatisfaction before it escalates. Cisco’s AI Assistant reporting and quality features include automatic CSAT scoring, which estimates customer satisfaction from interaction signals and gives the contact center a proactive way to identify poor experiences without waiting for a manual survey response. Topic analytics identifies common contact drivers and trending issues, which is valuable for operational improvement but does not directly score whether a specific customer is dissatisfied. AI-generated summaries reduce after-call work and improve handoff context, but they do not by themselves predict dissatisfaction. Real-time transcripts provide the text foundation for analysis and assistance, but the feature that turns interaction data into a customer-satisfaction signal is automatic CSAT scoring. For a customer-experience program focused on early dissatisfaction detection and proactive resolution, automatic CSAT provides the required risk signal. Reference: Cisco Help, AI Assistant reports in Analyzer; Cisco AI Assistant for Webex Contact Center documentation.
A Webex Contact Center engineer is configuring a new Webex Contact Center tenant and wants to implement digital channels.
Which two actions must be taken before setting up digital channels? (Choose two.)
Correct Answer: C, E
Before configuring Webex Contact Center digital channels, the integration nodes in Webex Connect must be authorized. Cisco’s digital-channel setup documentation explicitly requires completing node authorization in Webex Connect and setting both Webex CC Task and Webex CC Engage nodes to Authorized state. The Task integration lets Webex Connect communicate with Webex Contact Center for task creation, queueing, routing notifications, and task resolution. The Engage integration lets Webex Connect work with conversation objects in Webex Engage, such as creating, appending, resolving, and updating conversations. The wording in the incorrect options places authorization in Webex Engage, but Cisco’s procedure puts the pre-built integration authorization under Webex Connect assets and integrations. Digital channel setup depends on those authorizations because the flow cannot queue or resolve a conversation through WxCC without valid access tokens. Therefore, Webex CC Engage and Webex CC Task integration authorization in Webex Connect are the prerequisites. Reference: Cisco Help, Set up digital channels in Webex Contact Center; Webex Connect Help, Webex CC Task Integration Nodes and Node Authorizations.
An engineer must generate a report that details the number of times an agent went on a break.
Which Cisco Webex Contact Center Analyzer repository must be queried?
Correct Answer: D
Agent break behavior is an agent-state activity, so the correct Analyzer repository is Agent Activity Record. Cisco’s Analyzer documentation explains that Analyzer repositories separate session-level and activity-level data for customers and agents. A break is not a customer contact segment and not a call session metric; it is a state transition or activity performed by the agent. Agent Activity Record is the repository that captures detailed agent activity state events, idle codes, availability changes, and similar state-driven information. Customer Session Record summarizes the end-to-end customer session. Customer Activity Record captures customer/contact activities such as call segments and handling details. Agent Session Record summarizes an agent’s signed-in session, but it does not provide the granular count of times an agent entered a break state. For counting how many times an agent went on a break, the report needs the activity-level state records, not the session summary. Reference: Cisco Help, Cisco Webex Contact Center Analyzer User Guide; Webex Contact Center Analyzer Stock Reports.
An engineer is configuring outdial telephony for a new Cisco Webex Contact Center deployment.
Which two configurations are required? (Choose two.)
Correct Answer: B, E
Outdial calling in Webex Contact Center needs both a tenant or system caller-ID source and a desktop permission path that lets the agent place outbound calls. Cisco’s Control Hub voice settings document the Default Outdial ANI field, which determines the default caller ID used for outdial behavior when a dial number is not otherwise mapped. Cisco’s desktop profile documentation then controls whether an agent can actually use outdial from Agent Desktop. When Outdial is enabled on the desktop profile, the administrator selects the outdial entry point and, where applicable, the Outdial ANI list. Adding an agent to an outbound team is campaign-related and not a prerequisite for ordinary outdial. ANI in Flow Designer can influence call presentation in flows, but it is not the required administrative setup for agent outdial. A wrap-up reason for an outdial queue is useful for classification after a contact, not the base telephony enablement. Reference: Cisco Help, Set up voice settings for Webex Contact Center; Manage desktop profiles.
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