Free PC-CIC-Core Exam braindumps download (PC-CIC-Core exam dumps Free)

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?

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

Answer(s): A

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QUESTION: 17

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.

Answer(s): C

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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.)

Use an existing .CSV file that you have available.
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.
Create a managed IP phone template for the correct phone model.
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.

Answer(s): C,D

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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: