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The Genesys PC-CIC-Core (PureConnect: CIC Core Certification) Certification Exam is an important certification for contact center professionals who want to demonstrate their expertise in the Genesys PureConnect platform. The exam is designed to test and validate the knowledge and skills of professionals in implementing, configuring, and managing the Genesys PureConnect solution. The certification is recognized by the industry and is a valuable asset for professionals who want to enhance their career prospects and pursue advanced certifications in the future.

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Genesys PureConnect: CIC Core Certification Sample Questions (Q35-Q40):

What is a View in Interaction Center Business Manager?

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

Answer: B

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 menu
  • B. Queue audio
  • C. Queue repeat
  • D. Queue transfer

Answer: A

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?

  • A. CIC does not have built-in features to address this problem. You must use interaction Designer and write a custom Handler
  • B. 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.
  • C. Assign a wrap-up code to the agents. Have them select the Wrap-up code that will put them in an unavailable status.
  • D. CIC 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.

Answer: B

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 Managed IP Phones Assistant in the Stations container
  • B. The Stations Assistant in the Managed IP Phones container
  • C. The Managed IP Phones Assistant in the Managed IP Phones container
  • D. The Station Assistant in the Stations container

Answer: A

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?

  • A. Create a Marketing object in the Department container of Interaction Administrator. Add all members of the Marketing department to the container.
  • B. Create a “Marketing” workgroup. Do not assign an extension or queue. Add all members of the Marketing department to the marketing workgroup.
  • C. 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.
  • D. 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.

Answer: A


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