New Year Sale ! Hurry Up, Grab the Special Discount - Save 25% - Ends In 00:00:00 Coupon code: SAVE25
Welcome to Pass4Success

- Free Preparation Discussions
Mail Us support@pass4success.com
Location US
Mob_nav_barsMENU

Genesys Exam PC-CIC-Core Topic 1 Question 35 Discussion

Actual exam question for Genesys's PC-CIC-Core exam
Question #: 35
Topic #: 1
[All PC-CIC-Core Questions]

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?

Show Suggested Answer Hide Answer
Suggested Answer: A

by Cheryll at Sep 10, 2024, 08:46 PM

Limited Time Offer

25%

Off

Get Premium PC-CIC-Core Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel
Fallon
3 months ago
I agree with Nieves, option A seems like the most practical solution. It gives agents enough time to complete their after call work.
upvoted 0 times
...
Virgina
3 months ago
Option D is a bit overkill, isn't it? Writing a custom Handler just to manage after call work? I think the out-of-the-box features in A or B are more practical.
upvoted 0 times
...
Ruthann
3 months ago
I disagree, I think option B is more efficient. Assigning wrap-up codes to agents can help manage their availability better.
upvoted 0 times
...
Myra
3 months ago
Haha, 'train the agents to change their status'? That's like asking a toddler to do their own taxes. CIC should have a built-in feature for this!
upvoted 0 times
Ligia
2 months ago
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.
upvoted 0 times
...
Ilene
2 months ago
C) 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.
upvoted 0 times
...
Gail
2 months ago
B) Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.
upvoted 0 times
...
Corrinne
2 months ago
C) 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.
upvoted 0 times
...
Taryn
2 months ago
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.
upvoted 0 times
...
Cassie
2 months ago
B) Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.
upvoted 0 times
...
Edelmira
2 months ago
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.
upvoted 0 times
...
...
Devora
3 months ago
Option B sounds good too. Allowing the agents to select the wrap-up code that puts them in an unavailable status seems like a simple solution.
upvoted 0 times
Tiara
2 months ago
Option B sounds good too. Allowing the agents to select the wrap-up code that puts them in an unavailable status seems like a simple solution.
upvoted 0 times
...
Maryln
3 months ago
B) Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.
upvoted 0 times
...
Sharee
3 months ago
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.
upvoted 0 times
...
...
Nieves
3 months ago
I think option A is the best solution. Assigning a wrap-up status with appropriate time makes sense.
upvoted 0 times
...
Carey
4 months ago
I think option A is the way to go. Assigning a wrap-up status with the right amount of time will help the agents manage their after call work without interruptions.
upvoted 0 times
Emmanuel
3 months ago
Yes, assigning a wrap-up status with enough time will definitely help the agents.
upvoted 0 times
...
Kaycee
3 months ago
I agree, option A seems like the most efficient solution.
upvoted 0 times
...
...

Save Cancel