Genesys PC-CIC-Core Exam Practice Test Instant Access

Question 1

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?

AAssign 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.

BAssign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.

CCIC 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.

DCIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler

Answer : A

Question 2

When inbound callers select the Billing department from the automated attendant menu and are placed in a queue until an agent becomes available, you want them to hear their position in queue and the estimated wait time.

What operation would you use to configure this functionality?

AQueue menu

BQueue audio

CQueue parameters

DQueue repeat

Answer : B

Question 3

You want to configure your automated attendant so that when a caller wants to speak directly to a sales representative in the Sales workgroup, they press 1.

What type of operation in interaction Attendant would you use for this functionality?

AGroup Transfer

BAgent Transfer

CMenu Transfer

DExternal Transfer

Answer : A

Question 4

You are configuring the Default User for your company and want to assign Emergency and Local phone number classifications for everyone.

Where would you make this assignment?

AUnder Access Control on the Security tab for the Default User.

BUnder Security Rights on the Security tab for the Default User.

CUnder Administrator Access on the Security tab for the Default User.

DUnder Manage Classifications in the Phone Number configuration.

EUnder Dial Plan in the Phone Number configuration.

Answer : A

Question 5

Given no additional configuration settings, what statement is true regarding this workgroup?

AThis is a logical workgroup.

BCalls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.

CCalls that are routed to this workgroup will ring the agent who has been in an available status the longest.

DThis workgroup is not functional because no extension is assigned.

Answer : B

Question 6

What statement is true regarding this user?

AIf this user is not logged in, he will not receive calls at his workstation because his default workstation is not defined.

BThe user cannot receive emails because his default workstation is not defined.

CThe user must enter his IC password to log on to the interaction Client because his default workstation is not defined.

DThe user will not be active until the default workstation is defined.

Answer : B

Question 7

What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?

ACall control toolbar

BMy Status field

CDirectory control toolbar

DMenu bar

Answer : A

Genesys PureConnect: CIC Core Certification Exam Practice Test