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| Section | Weight | Objectives |
|---|---|---|
| Reporting and Performance Management | 20% | - Real-time and historical reporting - Data verification and validation - Agent, split, and service level metrics |
| Maintenance and Troubleshooting | 15% | - Common implementation issues and fixes - Diagnostic tools and log analysis - Backup, restore, and system health |
| Call Routing and Vectoring | 20% | - Skill levels and routing strategies - Call treatment and queuing logic - Vector programming and VDN configuration |
| Avaya Call Management System (CMS) Fundamentals | 20% | - System administration and data collection - Installation and configuration - CMS architecture and components |
| Avaya Aura Communication Manager | 25% | - ACD and EAS configuration - Platform architecture and licensing - Integration with CMS |
The quick credit call center management has described to move to 24 hour support for same center operations. Because the standard practice has always been to start each vector with the same 5 steps to test for working hours, making the change will require modifying almost all of the vectors.
While making the changes, what can be done to make the future changes easier and more efficient?
Correct Answer: D 🗳️
Which communication manager option on the communication manager gives the customer call centre capabilities?
Correct Answer: C 🗳️
Agent 20042, a scenario mortgage specialist, is assigned 5 skills.
Which two ways can the agent identify the type of call that being delivered? (Choose two.)
Correct Answer: B,C 🗳️
Explanation: Only visible for DumpsTests members. You can sign-up / login (it's free).
Click the Exhibit button.
The Quick Credit call center opened at 8 a.m. on the Friday, the day after a holiday By
8:30, the customer service line had received 6 customer complaints all1 stemming from calls to the center the day before. Callers complained that they received the "all agents are busy" recording but regardless how long they waited, were never answered.
What caused callers to be queued even though the Quick Credit call center was closed on the holiday?
Correct Answer: D 🗳️
A technician integrates the customer's network and links the CM reference between CM and CMS is greater than 24 hours.
What can be done to fix the problem?
Correct Answer: D 🗳️
Explanation: Only visible for DumpsTests members. You can sign-up / login (it's free).
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