Genesys PC-CIC-Core Exam Questions Instant Access

Question 1

All of the following are ways that the Interaction Client or Interaction Desktop can be configured to alert you when you have a new incoming interaction, except:

AYour telephone rings.

BYou receive a text message.

CYour computer plays a .wav file through the speakers.

DThe Interaction .NET Client receives focus.

EA Call Information window appears.

Answer : D

Question 2

You have configured your default profile and default schedule to have the functionality that you wish callers to hear when they dial in during regular business hours. Now you want to assign your main number to the default profile.

How would you assign the main number to the default profile?

AYou can't assign a number to the default profile. You must create a custom profile and assign the main number to that.

BAssign the main number in the Incoming Call Selection area of the Default Profile property window.

CCheck 'Use this profile to process incoming calls with any of the following DNIS values', then enter the number into the text box.

DCheck 'Use this profile to process incoming calls with any of the following ANI values', then enter the number into the text box.

Answer : A

Question 3

Where must you create new stations for them to be eligible for auto-provisioning?

AIN\N IP phone configuration utility

BIN\N TFTP Server

CManaged IP Phones container

DStations container

Answer : C

Question 4

What element CANNOT be calculated for intelligent distribution of interactions when using the ACD queue type for a workgroup?

ASkill desire to use

BInteraction's time in queue

CSkill proficiency

DCost

Answer : A

Question 5

You are the supervisor of a contact center that uses chat, email, and phone calls to communicate with your customers. You want to improve the time required for the initial introductory chat and other common chat topics.

What would you do to improve your agents' efficiency when working with chat messages?

AUse Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.

BCreate text messages and send them to each agent so they can copy and paste them when needed.

CStore a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.

DHave each agent copy and paste their initial chat message into a text file so they can access it again later.

Answer : A

Question 6

You are performing an IC server implementation. You would like all users to be able to answer calls, place calls on hold and disconnect calls.

What object allows you to configure these settings in the most efficient manner?

ADefault Workgroup

BDefault Role

CDefault Station

DDefault User

Answer : D

Question 7

You have been asked to create an operator queue. Helen is the company operator and should receive the calls when she is available. There are other people who should receive calls, to the operator, if Helen is on break or steps away from her desk. Roger is her back up, and calls need be routed to him next, but if he is not available then calls need to be routed to Larry.

What queue type is required to ensure that calls to the operator queue are routed as described?

ASequential

BRound-robin

CCustom

DACD

EGroup Ring

Answer : D

Genesys PureConnect: CIC Core Certification PC-CIC-Core Exam Questions