Genesys Exam PC-CIC-Core Topic 2 Question 43 Discussion

Actual exam question for Genesys's PC-CIC-Core exam

Question #: 43
Topic #: 2

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 Derrick at Dec 04, 2024, 05:53 PM

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20 days ago

I think option A is the best solution. Assigning a wrap-up status with appropriate time will help agents complete their after call work.

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