1|Page
Genesys ICCS Exam (Administering The
System) | Comprehensive Questions With
Answers
How do custom buttons help agents handle calls more efficiently?-correct-
answer-Custom buttons can be created to allow agents to immediately access
websites or frequently used applications.
Which container is accessed to set up a new column to display in the My
Interactions area of Interaction Connect?-correct-answer-The queue Columns
container in Interaction Administrator.
Why are attributes assigned to custom columns?-correct-answer-Attributes are
assigned to custom columns so the column populates with the desired
information.
How would the addition of Outlook contacts help improve efficiency within an
organization?-correct-answer-It allows users to quickly interact with external
contacts.
, 2|Page
What are the two types of Response Management libraries?-correct-answer-They
System-wide library and the Personal library.
How do Response Management libraries allow agents to be more efficient?-
correct-answer-They provide pre-defined response that save time.
You want all users to have the ability to make emergency, internal, and local calls.
Where should you configure these security rights?-correct-answer-At the default
user
The accountants, who are all members of the Accounting workgroup, should all
have the same security and access settings. Where should you configure these
rights?-correct-answer-Crate a role and assign the rights to the role. The
workgroup could have more than just accountants in it.
When a call come in to the Accounting workgroup, it should ring the members of
the workgroup in a specific order, always starting with the same person. What
type of queue should be configured for this workgroup?-correct-answer-A
sequential queue.
Genesys ICCS Exam (Administering The
System) | Comprehensive Questions With
Answers
How do custom buttons help agents handle calls more efficiently?-correct-
answer-Custom buttons can be created to allow agents to immediately access
websites or frequently used applications.
Which container is accessed to set up a new column to display in the My
Interactions area of Interaction Connect?-correct-answer-The queue Columns
container in Interaction Administrator.
Why are attributes assigned to custom columns?-correct-answer-Attributes are
assigned to custom columns so the column populates with the desired
information.
How would the addition of Outlook contacts help improve efficiency within an
organization?-correct-answer-It allows users to quickly interact with external
contacts.
, 2|Page
What are the two types of Response Management libraries?-correct-answer-They
System-wide library and the Personal library.
How do Response Management libraries allow agents to be more efficient?-
correct-answer-They provide pre-defined response that save time.
You want all users to have the ability to make emergency, internal, and local calls.
Where should you configure these security rights?-correct-answer-At the default
user
The accountants, who are all members of the Accounting workgroup, should all
have the same security and access settings. Where should you configure these
rights?-correct-answer-Crate a role and assign the rights to the role. The
workgroup could have more than just accountants in it.
When a call come in to the Accounting workgroup, it should ring the members of
the workgroup in a specific order, always starting with the same person. What
type of queue should be configured for this workgroup?-correct-answer-A
sequential queue.
