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Genesys PureConnect: CIC Core Certification Sample Questions (Q27-Q32):
NEW QUESTION # 27
Agents in your contact center are complaining that they do not have time to complete their after call work before a new call arrives.
How can you use CIC features to address this problem?
- A. Assign a wrap-up status to the workgroups in Interaction Administrator. Assign an appropriate amount of time for the agents to complete their after call work.
- B. CIC does not have a feature to address this problem. You must train the agents to change their status to Do Not Disturb when they finish a phone call. When they finish the after call work, have them change their status back to Available.
- C. Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.
- D. CIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler
Answer: A
NEW QUESTION # 28
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?
- A. Menu bar
- B. Directory control toolbar
- C. My Status field
- D. Call control toolbar
Answer: D
NEW QUESTION # 29
As the IC administrator for your company, you have created templates for contact center agents, operators, and business users. You have assigned the client configuration templates in the appropriate places. The contact center supervisors belong to multiple roles and have multiple client configuration templates assigned to them based on those roles.
How will the client configuration templates be assigned?
- A. The client configuration template that is used for the supervisors will be determined by the position of the templates in the client configuration properties.
- B. The supervisors will not be assigned any client configuration template if they invent more than one.
- C. The client configuration settings from all inherited client configuration templates will be merged to determine what the supervisors' interaction Clients look like.
- D. The system will use the default client configuration for the supervisors.
Answer: A
NEW QUESTION # 30
Your contact center supervisor would like to be automatically alerted when agents have been on calls for more than 5 minutes.
How can you configure CIC to automatically notify the supervisor when this happens?
- A. Create an alert in interaction Supervisor on "Longest Talk Time".
- B. Create a Talk Time Alert in the Interaction Administrator Alerts Container.
- C. Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.
- D. Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.
Answer: A
NEW QUESTION # 31
What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?
- A. Interaction Administrator
- B. Interaction Attendant
- C. Setup Assistant
- D. Interaction Designer
Answer: A
NEW QUESTION # 32
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