[Dec-2023] Genesys PC-CIC-Core Exam Practice Test Questions - Real4Prep [Q37-Q61]

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[Dec-2023] Genesys PC-CIC-Core Exam Practice Test Questions – Real4Prep

Updated Certification Exam PC-CIC-Core Dumps – Practice Test Questions

Genesys PC-CIC-Core (PureConnect: CIC Core Certification) Exam is a certification program designed for professionals who want to gain expertise in managing and troubleshooting Genesys PureConnect solutions. PureConnect: CIC Core Certification certification program is intended for individuals who have already acquired the core knowledge of Genesys PureConnect and possess practical experience in handling customer interactions, voice routing, and reporting. PC-CIC-Core exam is an industry-recognized certification that validates the skills and knowledge of candidates in managing the Genesys PureConnect platform.

QUESTION 37
You are coaching a new IC System Administrator regarding the IC functions and ways to ensure that the system is performing optimally. The new administrator asks if the system has a way to automatically notify someone if any system metrics dip below a certain threshold, reach a certain threshold, or rise above a certain threshold.
What CIC utility can be configured to send these automatic notifications?

System Manager

Event Viewer

Interaction Administrator

IC Business Manager

QUESTION 38
You have just completed the initial configuration of the CIC server. Currently when you call into your newly configured system, you simply hear a prompt that says “Thank you for calling”. You need to configure it to say the company name in that initial prompt.
What utility allows you to change the initial prompt?

Interaction Administrator

System Manager

Interaction Attendant

Interaction Center Business Manager

QUESTION 39
What element CANNOT be calculated for intelligent distribution of interactions when using the ACD queue type for a workgroup?

Skill desire to use

Interaction’s time in queue

Skill proficiency

Cost

QUESTION 40
Where must you create new stations for them to be eligible for auto-provisioning?

INN IP phone configuration utility

INN TFTP Server

Managed IP Phones container

Stations container

QUESTION 41
What queue type requires handler customization to configure and finalize ACD processing?

Custom

Logical Workgroup

Group Ring

Functional Workgroup

QUESTION 42
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?

Queue menu

Queue audio

Queue transfer

Queue repeat

QUESTION 43
What security property page would you choose to configure custom Client Button display, permit specific phone number Classifications, and select Queue Views accessible through Interaction Supervisor?

Administrator Access

Access Control

Security Rights

Master Administrator

FRAGE 44
Select the three primary groups that are used to organize Interaction Center configuration data in Interaction Administrator. (Choose three.)

Sites

Server

Interaction Processor

People

System

FRAGE 45
When inbound callers select the Billing department from the automated attendant menu and are placed in a queue until an agent becomes available, you want them to hear their position in queue and the estimated wait time.
What operation would you use to configure this functionality?

Queue menu

Queue audio

Queue parameters

Queue repeat

FRAGE 46
You have a new agent starting work on Monday and have decided to use the Active Assignment method to configure the IP phone.
What is the description of the Active Assignment method?

1) Transport multiple phones to a site and distribute 2) Another administrator (co-worker, partner, or subcontractor) visits each phone and does stations assignment using admin credentials (possibly credentials created for temporary use).

1) Select a phone from inventory. 2) Assign the MAC address of the phone to a Managed IP Phone configuration item. The MAC address is entered either by scanning the box or manually typing it in. 3) Transport the specific phone to the correct user.

1) Transport a phone to a specific user. 2) Configure the phone using the phone menu.

1) Transport a phone to a specific user. 2) The user uses the Provision Menu to assign the phone to the managed IP phone configuration item using user-based provisioning.

FRAGE 47
Why are user objects necessary in an Interaction Center system? (Choose three.)

Interaction Center user objects provide login security for the Interaction Client and remote access functions.

Interaction Center user objects can provide security settings.

Interaction Center user objects can be used to configure workgroup and role membership, and many other configuration settings.

Interaction Center user objects provide access to network resources.

Interaction Center user objects can automatically expire after a set period of time for temporary employees

FRAGE 48
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?

Sequential

Round-robin

Custom

ACD

Group Ring

FRAGE 49
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?

Create an alert in interaction Supervisor on “Longest Talk Time”.

Create a Talk Time Alert in the Interaction Administrator Alerts Container.

Check the Talk Time Alert checkbox on the ACD tab for the appropriate workgroup and set the interval parameter to 5 minutes.

Set an alert in the Workgroups container under the ACD lab in Interaction Administrator.

FRAGE 50
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?

The Station Assistant in the Stations container

The Managed IP Phones Assistant in the Managed IP Phones container

The Stations Assistant in the Managed IP Phones container

The Managed IP Phones Assistant in the Stations container

FRAGE 51

Given no additional configuration settings, what statement is true regarding this workgroup?

This is a logical workgroup.

Calls that are routed to this workgroup will always ring the first available person listed in the Workgroup Members list.

Calls that are routed to this workgroup will ring the agent who has been in an available status the longest.

This workgroup is not functional because no extension is assigned.

FRAGE 52
Your company has just acquired another company and you are responsible for setting up and configuring the users and stations. There are 35 users and Polycom IP phones that require setup and configuration.
What Interaction Administrator tool is designed for quickly creating the managed IP stations?

Manually create each phone in the Managed IP Phones container.

Use the Managed IP Phone Assistant to import a .csv list of the 35 IP phones to be created.

Manually create all of the phones in the Stations container.

Use the import wizard in the Stations container to import the phones from a .csv list.

FRAGE 53
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?

Take a trip to Minneapolis and configure Matt’s Interaction Client.

Select Matt’s user object in Interaction Administrator. Then select the Client Configuration tab and click on the Configure button.

Create a new Client Configuration template specifically for Matt and assign it to him.

Find out which workgroups Matt is a member of and verify the client configuration for those workgroups.

FRAGE 54
If an administrator has configured ACD utilization for ‘Chats’ with the following criteria, what will the resulting behavior be?

An agent could receive up to 3 chats at once.

The system does not allow more than 1 chat to be delivered at a time, so the limit would be 1.

An agent could receive up to 2 chats at once.

This is a misconfiguration of ACD calculations, and would result in no chats being distributed.

FRAGE 55

There are no other schedules in place. A call comes in to the system at 5:45 PM on Thursday, June 30.
What schedule will be selected to process this call?

Default Schedule

After Hours schedule

Work Week schedule

Month End schedule

New Year’s Day schedule

FRAGE 56
The manager of the Marketing department wants a tab available, in the CIC client applications, that displays all of the members of the Marketing department. However, she does not need any kind of call routing for the department.
How do you configure this?

Create a “Marketing” workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.

Create a Workgroup called “Marketing”. Add all members of the Marketing department to the Marketing workgroup. Assign the appropriate extension to that workgroup and ensure that it is assigned an ACD queue type.

Create a Role for the Marketing department and assign the appropriate extension to that role. Add all members of the Marketing department to the Marketing role.

Create a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.

FRAGE 57
The Sales Manager and Accounts Manager roles must allow all members to dial internationally.
How would you configure the IC system to allow international dialing for users in these two roles?

Determine the list of users for each role and then grant them international dialing privileges by opening each user account and selecting International from the Phone Classifications on the Admin Access dialog box.

All Interaction Center users can dial all phone classifications by default, so they already have this privilege.

From each Roles’ property dialog box, select Security, Access Control and then Phone number Classifications, then select International.

From the Interaction Client, each user should right-click on the “Make Call” button and select international from the list of phone classifications.

FRAGE 58
You are configuring the Default User for your company and want to assign Emergency and Local phone number classifications for everyone.
Where would you make this assignment?

Under Access Control on the Security tab for the Default User.

Under Security Rights on the Security tab for the Default User.

Under Administrator Access on the Security tab for the Default User.

Under Manage Classifications in the Phone Number configuration.

Under Dial Plan in the Phone Number configuration.

FRAGE 59
Match the Interaction Attendant call flow type with the correct definition.

FRAGE 60
You have been asked to create an operator queue. Helen is the company operator and should receive the calls when she is available. There are other people who should receive calls, to the operator, if Helen is on break or steps away from her desk. Roger is her back up, and calls need be routed to him next, but if he is not available then calls need to be routed to Larry.
What queue type is required to ensure that calls to the operator queue are routed as described?

Sequential

Round-robin

Custom

ACD

Group Ring

Genesys PC-CIC-Core (PureConnect: CIC Core Certification) exam is a certification program offered by Genesys, a leading provider of customer experience and contact center solutions. PureConnect: CIC Core Certification certification is intended for professionals who wish to validate their skills and knowledge in the use and implementation of Genesys PureConnect Contact Center (CIC) solutions. PureConnect: CIC Core Certification certification exam covers a wide range of topics related to the implementation and use of CIC solutions, including installation, configuration, administration, and troubleshooting.

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