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PC-CIC-Core Questions and Answers

Question # 1

You have created a wrap-up code called "Information" that agents will assign to the appropriate calls. The next step is to assign the wrap up code to the appropriate people so that they can access the wrap-up code from the CIC Client or interaction/Desktop Connect.

In what container are wrap-up codes assigned?

User

Workgroups

Wrap-up Codes

Skills

Question # 2

What component within the Interaction Client or Interaction Desktop allows you to manage any selected interaction?

Call control toolbar

My Status field

Directory control toolbar

Menu bar

Question # 3

You have an item starting work today. The internship involves assisting in the administration of the Interaction Center system. You want to ensure that the intern will have the resources to be productive and troubleshoot items even when you are not immediately available, it is important that the intern is aware of how to use the Interaction Administrator online help.

Select three ways that the intern can access Interaction Administrator help. (Choose three.)

Use the Help menu in the Interaction Administrator interface

Press F1 from any one of the property pages in Interaction Administrator.

Use the link from Start>Programs>Interactive Intelligence

Select the help manual on the product pages of the Interactive Intelligence website.

From the Interaction Client, select Help>interaction Administrator.

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