Genesys PureConnect: CIC Core Certification - PC-CIC-Core FREE EXAM DUMPS QUESTIONS & ANSWERS]

Question 1

You are the supervisor of a contact center that uses chat, email, and phone calls to communicate with your customers. You want to improve the time required for the initial introductory chat and other common chat topics.
What would you do to improve your agents' efficiency when working with chat messages?

A. Create text messages and send them to each agent so they can copy and paste them when needed. B. Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions. C. Have each agent copy and paste their initial chat message into a text file so they can access it again later. D. Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.

Discussion 0

Correct Answer: B Vote an answer

Question 2

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. Find out which workgroups Matt is a member of and verify the client configuration for those workgroups. D. Create a new Client Configuration template specifically for Matt and assign it to him.

Discussion 0

Correct Answer: B Vote an answer

Question 3

Where must you create new stations for them to be eligible for auto-provisioning?

A. IN\N TFTP Server B. Stations container C. Managed IP Phones container D. IN\N IP phone configuration utility

Discussion 0

Correct Answer: C Vote an answer

Question 4

You have configured your default profile and default schedule to have the functionality that you wish callers to have when they dial in during regular business hours. Now you want to assign your business hours to the default schedule so that it will only be used from 8 AM to 8 PM.
How would you assign the business hours to the default schedule?

A. You can't assign a time to the default schedule. You must create a custom schedule and assign the time to that. B. Create the schedule in Interaction Administrator and use the System schedule page to use the schedule. C. Select the Daily schedule tab and configure the hours there. D. Select the Weekday schedule tab and configure the hours there.

Discussion 0

Correct Answer: A Vote an answer

Question 5

You are coaching a new IC System Administrator regarding the IC functions and ways to ensure that the system is performing optimally. The new administrator asks if the system has a way to automatically notify someone if any system metrics dip below a certain threshold, reach a certain threshold, or rise above a certain threshold.
What CIC utility can be configured to send these automatic notifications?

A. IC Business Manager B. System Manager C. Interaction Administrator D. Event Viewer

Discussion 0

Correct Answer: A Vote an answer

Question 6

You are configuring an email schedule in Interaction Attendant.
How do you configure the system so that Interaction Attendant is monitoring the correct mailboxes?

A. Select the mailbox in the Default Schedule for the selected E-mail Profile. B. Enter the mailbox addresses in the Mailboxes to Monitor text box in the E-mail Profile in Interaction Attendant. C. Select the mailbox from the drop-down that lists all the system mailboxes in Interaction Attendant. D. Configure the monitored mailboxes in Interaction Administrator and select them in the E-mail Profile in Interaction Attendant.

Discussion 0

Correct Answer: D Vote an answer

Question 7

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 her access to *[all]. B. Create a Role and add the supervisor to that Role. In the Role container select the Security tab and select Master Administrator. C. 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. D. 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.

Discussion 0

Correct Answer: D Vote an answer