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

Actual exam question for Genesys's PureConnect: CIC Core Certification Exam exam

Question #: 35
Topic #: 1

[All PureConnect: CIC Core Certification Exam 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?

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

Show Suggested Answer

Suggested Answer: A

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

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24 days 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.

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Maryln

2 days 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.

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Sharee

14 days 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.

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Nieves

26 days ago

I think option A is the best solution. Assigning a wrap-up status with appropriate time makes sense.

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Carey

1 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.

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Emmanuel

6 days ago

Yes, assigning a wrap-up status with enough time will definitely help the agents.

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Kaycee

14 days ago

I agree, option A seems like the most efficient solution.

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