Cyber Monday Sale Special Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: xmas50

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

Genesys PC-CIC-Core Premium Access     Download Demo    
Page: 2 / 2
Total 60 questions

The call center supervisor for your company must have access to the three workgroups that she manages in order to make changes to workgroup membership as necessary and to manage the workgroup settings. You want to ensure she can view only those workgroups in interaction Administrator and nothing else.

How would you configure the supervisor's account to provide access only to the three workgroups?

A.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant the role access to only the three requested workgroups.

B.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Administrator Access. Then grant her access to *[all].

C.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Master Administrator.

D.

Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Access Control. Then grant the role access to only the three requested workgroups.

What application can you use to build custom workspaces to monitor various aspects of the CIC system and the contact center activity? This application works with other add-on applications, such as Interaction Recorder and Interaction Optimizer.

A.

Interaction Center Business Manager

B.

Interaction Reporter

C.

Interaction Attendant

D.

Interaction Administrator

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

A.

Skill desire to use

B.

Interaction’s time in queue

C.

Skill proficiency

D.

Cost

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?

A.

Default Workgroup

B.

Default Role

C.

Default Station

D.

Default User

You are an IC administrator for a large international company based in Indianapolis, IN. Matt, a manager who lives and works in Minneapolis is having issues with his Interaction Client configuration. He says the company directory has disappeared.

What is the best way to help Matt get his Interaction Client configured correctly?

A.

Take a trip to Minneapolis and configure Matt's Interaction Client.

B.

Select Matt's user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.

C.

Create a new Client Configuration template specifically for Matt and assign it to him.

D.

Find out which workgroups Matt is a member of and verify the client configuration for those workgroups.

Your company has just hired Bruce Scott as a new system administrator. When you created Bruce's user object, you checked the Master Administrator checkbox.

What rights will Bruce receive as a result?

A.

All rights to the CIC system.

B.

All rights to Interaction Administrator.

C.

All rights to Access Control

D.

All rights to settings on the Security Rights page.

The International Sales manager at your company wants to ensure that each agent gets a chance to be the first in line for a sales call. He wants calls looped through the list of agents logged into the queue, starting with the first agent and "remembering' the last user who was sent a call. Each new call will go to the agent in the list after the last agent who received a call.

What type of queue is designed to perform in this manner?

A.

Sequential

B.

Round-robin

C.

Custom

D.

ACD

E.

Group Ring

You want to configure your automated attendant so that when a caller wants to speak directly to a sales representative in the Sales workgroup, they press 1.

What type of operation in interaction Attendant would you use for this functionality?

A.

Group Transfer

B.

Agent Transfer

C.

Menu Transfer

D.

External Transfer