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Home Genesys CIC-101-01

Genesys CIC-101-01 Exam Practice Questions (P. 4)

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Question #16
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?
  1. A
    Use Response Management libraries to create an initial chat welcome message and other chat messages and links for common questions.
  2. B
    Create text messages and send them to each agent so they can copy and paste them when needed.
  3. C
    Store a pre-created message as a whisper tone, for chats, that will be sent automatically to anyone communicating via chat.
  4. D
    Have each agent copy and paste their initial chat message into a text file so they can access it again later.

Correct Answer:
A

Question #17
If an administrator has configured ACD utilization for ‘Chats’ with the following criteria, what will the resulting behavior be?
  1. A
    An agent could receive up to 3 chats at once.
  2. B
    The system does not allow more than 1 chat to be delivered at a time, so the limit would be 1.
  3. C
    An agent could receive up to 2 chats at once.
  4. D
    This is a misconfiguration of ACD calculations, and would result in no chats being distributed.

Correct Answer:
C

Question #18
You need to import a list of phones into the Managed IP Phones container.
What two prerequisites are required in order to be able to successfully use the import option in the Managed IP Phone Assistant? (Choose two.)
  1. A
    Use an existing .CSV file that you have available.
  2. B
    Create a spreadsheet with a list of the phones with a field for SIP phone name, template, extension and address information and specify the correct template name.
  3. C
    Create a managed IP phone template for the correct phone model.
  4. D
    Create a .CSV file in the correct format with a field for SIP phone name, template, extension and address information and specify the correct template name.

Correct Answer:
CD

Question #19
All of the following are ways that the Interaction Client or Interaction Desktop can be configured to alert you when you have a new incoming interaction, except:
  1. A
    Your telephone rings.
  2. B
    You receive a text message.
  3. C
    Your computer plays a .wav file through the speakers.
  4. D
    The Interaction .NET Client receives focus.
  5. E
    A Call Information window appears.

Correct Answer:
D

Question #20
What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?
  1. A
    Call control toolbar
  2. B
    My Status field
  3. C
    Directory control toolbar
  4. D
    Menu bar

Correct Answer:
A

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