[2023] Use Valid New PC-CIC-Core Test Notes & PC-CIC-Core Valid Exam Guide
PC-CIC-Core Actual Questions Answers PDF 100% Cover Real Exam Questions
NEW QUESTION # 29
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)
- A. System
- B. People
- C. Server
- D. Sites
- E. Interaction Processor
Answer: A,B,C
NEW QUESTION # 30
The International Sales manager at your company wants to ensure that each agent gets a chance to be the first in line for a sales call. He wants calls looped through the list of agents logged into the queue, starting with the first agent and "remembering' the last user who was sent a call. Each new call will go to the agent in the list after the last agent who received a call.
What type of queue is designed to perform in this manner?
- A. Round-robin
- B. ACD
- C. Group Ring
- D. Custom
- E. Sequential
Answer: E
NEW QUESTION # 31
You are configuring an email schedule in Interaction Attendant. You want to send a reply when an email is received so that the sender knows that they should expect a response within 24 hours.
What operation would you use to provide this functionality?
- A. Set Routing Options
- B. Email Transfer
- C. Email Callback
- D. Build Reply
Answer: D
NEW QUESTION # 32
What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)
- A. DNIS
- B. ANI
- C. Time
- D. Priority
- E. Line
- F. Date
Answer: A,B,E
NEW QUESTION # 33
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. Create a new Client Configuration template specifically for Matt and assign it to him.
- D. Find out which workgroups Matt is a member of and verify the client configuration for those workgroups.
Answer: B
NEW QUESTION # 34
Your contact center supervisor would like to be automatically alerted when agents have been on calls for more than 5 minutes.
How can you configure CIC to automatically notify the supervisor when this happens?
- A. Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.
- B. Create an alert in interaction Supervisor on "Longest Talk Time".
- C. Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.
- D. Create a Talk Time Alert in the Interaction Administrator Alerts Container.
Answer: B
NEW QUESTION # 35
What element CANNOT be calculated for intelligent distribution of interactions when using the ACD queue type for a workgroup?
- A. Skill proficiency
- B. Skill desire to use
- C. Interaction's time in queue
- D. Cost
Answer: B
NEW QUESTION # 36
Danny is a member of several Roles that each have a Client Configuration Template assigned. His user object has no Client Configuration Template assigned.
When Danny opens his Interaction Client, what determines his Client configuration?
- A. The inherited Client Configuration Template with the most functionality will be used.
- B. The Default Client Configuration Template will be chosen since his User object was not specifically assigned a Client Configuration Template.
- C. The inherited Client Configuration Template that is ranked the highest in the Client Configuration object will be used.
- D. The inherited Client Configuration Templates will be combined to determine his Client configuration.
Answer: C
NEW QUESTION # 37
You have been asked to create 42 non-managed stations and want to complete the task as efficiently as possible.
What Interaction Administrator tool is designed to help you add multiple unmanaged stations using a .CSV file?
- A. The Station Assistant in the Stations container
- B. The Managed IP Phones Assistant in the Managed IP Phones container
- C. The Managed IP Phones Assistant in the Stations container
- D. The Stations Assistant in the Managed IP Phones container
Answer: C
NEW QUESTION # 38
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. Select the Weekday schedule tab and configure the hours there.
- B. You can't assign a time to the default schedule. You must create a custom schedule and assign the time to that.
- C. Create the schedule in Interaction Administrator and use the System schedule page to use the schedule.
- D. Select the Daily schedule tab and configure the hours there.
Answer: B
NEW QUESTION # 39
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 DNIS values", then enter the number into the text box.
- B. Check "Use this profile to process incoming calls with any of the following ANI values", then enter the number into the text box.
- C. You can't assign a number to the default profile. You must create a custom profile and assign the main number to that.
- D. Assign the main number in the Incoming Call Selection area of the Default Profile property window.
Answer: C
NEW QUESTION # 40
You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.
Select three ways that the intern can access Interaction Administrator help. (Choose three.)
- A. Use the link from Start>Programs>Interactive Intelligence
- B. Use the Help menu in the Interaction Administrator interface
- C. Select the help manual on the product pages of the Interactive Intelligence website.
- D. Press F1 from any one of the property pages in Interaction Administrator.
- E. From the Interaction Client, select Help>interaction Administrator.
Answer: A,B,D
NEW QUESTION # 41
Under what circumstances is it useful to create a Client Button?
- A. To make a custom button available from the Interaction Client/Desktop to make it easy for call center agents to access an application when they are on a customer call.
- B. When you want to make a custom button for agents to quickly open their Interaction Client application when they arrive at work.
- C. You want your customers to be able to phone you by pressing a custom button on a web page.
- D. When you have created a unique interface using an API and want to add a custom Pickup button to it.
Answer: A
NEW QUESTION # 42
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 the role access to only the three requested workgroups.
- 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 her access to *[all].
Answer: A
NEW QUESTION # 43
What is a View in Interaction Center Business Manager?
- A. Views are the windows that provide data, such as agent and workgroup statistics, historical reporting data, and system information.
- B. Views are only used to set alerts within Interaction Center Business Manager.
- C. Views contain the system and custom workspaces.
- D. Views provide a way to manipulate the configuration of agents and workgroups.
Answer: A
NEW QUESTION # 44
What application can you use to build custom workspaces to monitor various aspects of the CIC system and the contact center activity? This application works with other add-on applications, such as Interaction Recorder and Interaction Optimizer.
- A. Interaction Administrator
- B. Interaction Reporter
- C. Interaction Attendant
- D. Interaction Center Business Manager
Answer: D
NEW QUESTION # 45
When inbound callers select the Accounting workgroup from the automated attendant menu, you want to play an audio file with a list of choices available to them, such as, Request a Callback and Leave a Voicemail.
What queue operation would you use to configure this functionality?
- A. Queue repeat
- B. Queue menu
- C. Queue audio
- D. Queue transfer
Answer: B
NEW QUESTION # 46
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?
- A. Call control toolbar
- B. My Status field
- C. Menu bar
- D. Directory control toolbar
Answer: A
NEW QUESTION # 47
What application enables the IC system administrator to configure virtually every aspect of the Interaction Center on an ongoing basis?
- A. Setup Assistant
- B. Interaction Administrator
- C. Interaction Designer
- D. Interaction Attendant
Answer: B
NEW QUESTION # 48
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Genesys PC-CIC-Core Certification Exam is a vendor-neutral certification program, which means that it is not tied to any specific hardware or software platform. This makes it an ideal certification for professionals who work with multiple contact center platforms, as the knowledge and skills gained through this certification can be applied to any platform. Additionally, the Genesys PC-CIC-Core Certification Exam is recognized globally, which means that professionals who earn this certification can work in any country around the world.
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