Discuss Genesys GCP-GC-ADM Exam Topic 1 Question 89

Which definition matches the After Call Work option Mandatory, Discretionary?

AThe agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.

BThe agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

CThe agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.

DThe agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

Suggested Answer: B

https://help.mypurecloud.com/articles/configure-call-work-settings/

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18 comments · newest first

Solange 17 days ago

C might frustrate agents. No early switch.

Maddie 22 days ago

I just prefer hands-on management.

Amie 28 days ago

A balances automation and control.

Solange 1 month ago

D is too loose. Agents need structure.

Maddie 1 month ago

But B allows agents to manage their time.

Amie 1 month ago

A gives flexibility. Finish early, go available.

Solange 2 months ago

C seems strict. No early availability?

Maddie 2 months ago

I feel B is better. Manual control is key.

Amie 2 months ago

I think it's option A. Sounds automatic.

Goldie 2 months ago

I'm not sure about this... feels like they should have more control.

Tamra 2 months ago

Wait, can agents really not set themselves to Available early?

Mireya 2 months ago

Option D sounds right to me.

Sherron 3 months ago

No way, it's gotta be option A!

Hortencia 3 months ago

I think it's definitely option C.

Adelle 3 months ago

I’m leaning towards A because it talks about the system automatically changing the status, which seems to fit the definition of mandatory. But I could be mixing it up with another question.

Alesia 3 months ago

I feel like B could be the right choice since it mentions the agent has to manually set their status. But I’m a bit confused about the terms mandatory and discretionary.

Wai 3 months ago

I remember something about mandatory and discretionary statuses, but I can't recall the exact definitions. Wasn't there a question similar to this in our last mock exam?

Kenneth 4 months ago

I think the answer might be C, but I'm not entirely sure. It sounds familiar from our practice questions.

Genesys GCP-GC-ADM Exam - Topic 1 Question 89 Discussion