Genesys Cloud Certified Professional – Administrator — Question 7

Which definition matches the After Call Work option Optional?

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 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.
• 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 is placed in an After Call Work status and must manually set their status back to available when their after call work is complete.

Correct answer: D

Explanation

The correct answer is D, as it accurately describes that the agent must manually set their status back to available after finishing their after call work. Option A incorrectly implies automatic availability, while B suggests the agent may not complete after call work at all, and C incorrectly states they cannot set themselves to available early.