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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Roselle

6 months ago

Option D seems like overkill. Why write a custom handler when CIC already has the wrap-up status feature?

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Sage

6 months ago

Ha, Option C is a bit of a joke, isn't it? 'Change your status manually'? Really? CIC should have better tools built-in for this.

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Lazaro

6 months ago

Ha, Option C is a bit of a joke, isn't it? 'Change your status manually'? Really? CIC should have better tools built-in for this.

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Chanel

6 months ago

B) Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.

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Precious

6 months ago

A) Assign 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.

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Dan

7 months ago

I think option C could work too. Training agents to change their status to Do Not Disturb after a call and back to Available after completing after call work seems simple and effective.

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Jesusita

7 months ago

I'd go with Option B. Wrap-up codes are a simple way to handle this without having to dig into custom configurations.

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Elfriede

7 months ago

I'm not sure about option A. I think option B might be better, as it allows agents to select a wrap-up code that puts them in an unavailable status.

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Delpha

7 months ago

I agree with Flo. Option A seems like the most efficient way to address the problem.

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Becky

7 months ago

Option A sounds like the best solution. Assigning a wrap-up status with the right amount of time should give agents the breathing room they need.

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Oren

6 months ago

I agree, it would definitely help them manage their after call work more efficiently.

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Kris

6 months ago

Option A sounds like the best solution. Assigning a wrap-up status with the right amount of time should give agents the breathing room they need.

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Flo

7 months 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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