Free Genesys PC-CIC-Core Exam Dumps Questions & Answers

You have configured your default profile and default schedule to have the functionality that you wish callers to hear when they dial in during regular business hours. Now you want to assign your main number to the default profile.
How would you assign the main number to the default profile?

• A.Check "Use this profile to process incoming calls with any of the following ANI values", then enter the number into the text box.
• B.Check "Use this profile to process incoming calls with any of the following DNIS values", then enter the number into the text box.
• C.Assign the main number in the Incoming Call Selection area of the Default Profile property window.
• D.You can't assign a number to the default profile. You must create a custom profile and assign the main number to that.

What statement is true regarding this user?

• A.If this user is not logged in, he will not receive calls at his workstation because his default workstation is not defined.
• B.The user will not be active until the default workstation is defined.
• C.The user must enter his IC password to log on to the interaction Client because his default workstation is not defined.
• D.The user cannot receive emails because his default workstation is not defined.

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

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 User
• B.Default Station
• C.Default Role
• D.Default Workgroup

What is a View in Interaction Center Business Manager?

• A.Views contain the system and custom workspaces.
• B.Views provide a way to manipulate the configuration of agents and workgroups.
• C.Views are the windows that provide data, such as agent and workgroup statistics, historical reporting data, and system information.
• D.Views are only used to set alerts within Interaction Center Business Manager.