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PC-CIC-Core – PureConnect: CIC Core Certification

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Showing 1–3 of 10 questions

Question 1

Match the Interaction Attendant element with the best description.

Answer is in the explanation below.

Question 2

You have been designated as a workgroup supervisor for international Travel Services workgroup. You have just received an assistance request from one of your agents who is having difficulty with a caller.

What two options are available to disposition the request? (Choose two.)

Select all that apply, then click Submit answer.

  • ○

    Response to the request to chat with the agent.
  • ○

    Ignore the request.
  • ○

    You must call or walk over to the agent to provide assistance.
  • ○

    Forward the request to another supervisor or agent.
Question 3

What three options may be used by Interaction Attendant to select a profile for inbound call routing? (Choose three.)

Select all that apply, then click Submit answer.

  • ○

    Date
  • ○

    Time
  • ○

    Line
  • ○

    DNIS
  • ○

    ANI
  • ○

    Priority