Genesys GCP-GC-ADM Exam - Topic 5 Question 19 Discussion

Actual exam question for Genesys's GCP-GC-ADM exam

Question #: 19
Topic #: 5

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.

Show Suggested Answer

Suggested Answer: B

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

by Daren at May 07, 2022, 05:13 PM

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Precious

4 months ago

A is about automatic status changes, just FYI.

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Cordelia

4 months ago

D seems off, agents should have some control over their status.

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Cecilia

4 months ago

Wait, so they can't set themselves to Available early in C? That's surprising!

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Wilburn

4 months ago

I think it's B, agents need to control their status.

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Lettie

5 months ago

Definitely C, that sounds right.

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Jutta

5 months ago

D seems a bit confusing to me; I thought After Call Work was always required, but this option suggests it’s optional.

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Phuong

5 months ago

I'm leaning towards C because it says the agent can't set themselves to Available early, which seems to fit the definition of Mandatory.

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Glenn

5 months ago

I remember practicing a question similar to this, and I feel like B could be the right choice since it mentions manual status changes.

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Antonette

5 months ago

I think the answer might be A, but I'm not entirely sure if the agent can set themselves to Available early.

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Willodean

5 months ago

This looks like a straightforward question about the capabilities of Dynamics 365 HR for performance management. I'm pretty confident I can identify at least two correct answers.

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Sharika

5 months ago

Wait, I'm confused. Is it D - EV - planned value (PV)? Or was that a different formula? I'm going to have to review my materials again before answering this one.

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