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GENESYS ICCS EXAM (ADMINISTERING
THE SYSTEM) BRAND NEW OFFICIAL
QUESTIONS WITH ANSWERS.
1. Why would you want to use skills? - correct answer -To ensure
that he interaction gets to the most qualified agent.
2. Give one example of a skill that could be created. - correct
answer -Language, tiers of customer, location, licensing, etc.
3. What are two criteria attached to skills? - correct answer -
Proficiency and Desire to Use.
4. What does 'Status is Persistent' mean? - correct answer -The
status can persist when an agent logs out of Interaction
Connect.
5. Briefly describe Automatic Call Distribution (ACD)? - correct
answer -A system that intelligently routes an interaction to
available agents.
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6. List four of the elements on which PureConnect's ACD can
base interaction distribution. - correct answer -Agent skill, agent
cost, time an agent has been available, interaction skill
requirement, interaction priority level, time an interaction has
been in the ACD queue, time the interaction has been in the
system.
7. If you want to limit an agent's utilization so that no other
interactions are received while they are on the phone, how
should the agent utilization be configured? - correct answer -
The phone number percentage must be configured so that
every other interaction type will cause the total percentage to
be greater than 100%
8. In the Workgroups configuration, what check box must be
checked if the workgroup should receive ACD calls? - correct
answer -Workgroup as Queue
9. What Interaction Administrator queues are used for intelligent
distribution of calls and ACD routing? - correct answer -ACD
and Custom
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10. Name 3 ACD attributes configured at the User level. - correct
answer -Skills (proficiency and desire to use), attributes, cost
11. Where would you find a detailed list of all available custom
and built-in workspaces in IC Business Manager? - correct
answer -Workspaces menu.
12. What module in IC Business Manager monitors agent
performance in real time? - correct answer -Interaction
Supervisor
13. Why would you want to set an alert in a Supervisor module?
- correct answer -To notify a supervisor when a metric enters a
defined threshold, is withing bounds, or is no longer within the
range of values.
14. In Interaction Supervisor, what is the difference between a
memo sent as a notification and a memo sent as a desktop
alert? - correct answer -Notifications are displayed at the
bottom of the Interaction Connect window. Alerts appear as a
pop up toast.
GENESYS ICCS EXAM (ADMINISTERING
THE SYSTEM) BRAND NEW OFFICIAL
QUESTIONS WITH ANSWERS.
1. Why would you want to use skills? - correct answer -To ensure
that he interaction gets to the most qualified agent.
2. Give one example of a skill that could be created. - correct
answer -Language, tiers of customer, location, licensing, etc.
3. What are two criteria attached to skills? - correct answer -
Proficiency and Desire to Use.
4. What does 'Status is Persistent' mean? - correct answer -The
status can persist when an agent logs out of Interaction
Connect.
5. Briefly describe Automatic Call Distribution (ACD)? - correct
answer -A system that intelligently routes an interaction to
available agents.
, Page | 2
6. List four of the elements on which PureConnect's ACD can
base interaction distribution. - correct answer -Agent skill, agent
cost, time an agent has been available, interaction skill
requirement, interaction priority level, time an interaction has
been in the ACD queue, time the interaction has been in the
system.
7. If you want to limit an agent's utilization so that no other
interactions are received while they are on the phone, how
should the agent utilization be configured? - correct answer -
The phone number percentage must be configured so that
every other interaction type will cause the total percentage to
be greater than 100%
8. In the Workgroups configuration, what check box must be
checked if the workgroup should receive ACD calls? - correct
answer -Workgroup as Queue
9. What Interaction Administrator queues are used for intelligent
distribution of calls and ACD routing? - correct answer -ACD
and Custom
, Page | 3
10. Name 3 ACD attributes configured at the User level. - correct
answer -Skills (proficiency and desire to use), attributes, cost
11. Where would you find a detailed list of all available custom
and built-in workspaces in IC Business Manager? - correct
answer -Workspaces menu.
12. What module in IC Business Manager monitors agent
performance in real time? - correct answer -Interaction
Supervisor
13. Why would you want to set an alert in a Supervisor module?
- correct answer -To notify a supervisor when a metric enters a
defined threshold, is withing bounds, or is no longer within the
range of values.
14. In Interaction Supervisor, what is the difference between a
memo sent as a notification and a memo sent as a desktop
alert? - correct answer -Notifications are displayed at the
bottom of the Interaction Connect window. Alerts appear as a
pop up toast.
