Genesys Cloud Certified Professional – Administrator — Question 3

Which definition matches the After Call Work option Mandatory, Discretionary?

Answer options

• A. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may set themselves to Available if they complete their After Call Work early.
• B. The agent is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.
• C. The agent is automatically placed into an After Call Work status and the system will automatically set them to Available when the After Call Timeout is reached. The agent may not set themselves to Available if they complete their After Call Work early.
• D. The agent may or may not complete after call work. The system will set them to Available after an interaction completes. They are responsible for setting their availability appropriately if performing After Call Work.

Correct answer: B

Explanation

The correct answer, B, accurately describes that the agent must manually change their status to available after completing their After Call Work. Option A and C incorrectly state that the system automatically changes the status, while option D suggests that completing After Call Work is optional, which contradicts the definition of Mandatory work.