Genesys PC-CIC-Core Exam Actual Questions

Name: PureConnect: CIC Core Certification Exam
Brand: QA4Exam
SKU: PC-CIC-Core
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The questions for PC-CIC-Core were last updated on Oct 4, 2024.

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Question No. 1

You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.

Select three ways that the intern can access Interaction Administrator help. (Choose three.)

AUse the Help menu in the Interaction Administrator interface

BPress F1 from any one of the property pages in Interaction Administrator.

CUse the link from Start>Programs>Interactive Intelligence

DSelect the help manual on the product pages of the Interactive Intelligence website.

EFrom the Interaction Client, select Help>interaction Administrator.

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Correct Answer: A, B, C

Question No. 2

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?

ACreate an alert in interaction Supervisor on 'Longest Talk Time'.

BCreate a Talk Time Alert in the Interaction Administrator Alerts Container.

CCheck the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.

DSet an alert in the Workgroups container under the ACD lab in Interaction Administrator.

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Correct Answer: A

Question No. 3

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

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Correct Answer: A

Question No. 4

What is a View in Interaction Center Business Manager?

AViews are the windows that provide data, such as agent and workgroup statistics, historical reporting data, and system information.

BViews provide a way to manipulate the configuration of agents and workgroups.

CViews contain the system and custom workspaces.

DViews are only used to set alerts within Interaction Center Business Manager.

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Correct Answer: A

Question No. 5

What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?

AInteraction Attendant

BInteraction Administrator

CInteraction Designer

DSetup Assistant

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Correct Answer: B

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