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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?

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Suggested Answer: A

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

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Fallon
6 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.
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Virgina
6 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.
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Ruthann
6 months ago
I disagree, I think option B is more efficient. Assigning wrap-up codes to agents can help manage their availability better.
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Myra
6 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!
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Ligia
4 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.
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Ilene
5 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.
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Gail
5 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.
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Corrinne
5 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.
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Taryn
5 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.
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Cassie
5 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.
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Edelmira
5 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.
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Devora
6 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.
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Tiara
5 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.
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Maryln
5 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.
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Sharee
6 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.
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Nieves
6 months ago
I think option A is the best solution. Assigning a wrap-up status with appropriate time makes sense.
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Carey
6 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 months ago
Yes, assigning a wrap-up status with enough time will definitely help the agents.
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Kaycee
6 months ago
I agree, option A seems like the most efficient solution.
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