Exam Name: Specialist Call Center Implement and Support Elective Exam
Certification Provider: Avaya
Corresponding Certification: Avaya-Certification
Over 65763+ Satisfied Customers
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Avaya 132-S-720.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Call Flow Design | - IVR configuration and integration - Queue management and load balancing - Designing call flows and scripts |
| Reporting and Optimization | - Call center reporting tools - Performance metrics and KPIs - Optimization of agent utilization and routing efficiency |
| System Support and Maintenance | - Monitoring call center performance - System logs and diagnostics - Troubleshooting call routing issues |
| Avaya Call Center Architecture | - Overview of Avaya contact center solutions - Call routing and distribution concepts - System components and integrations |
| Implementation and Configuration | - Routing strategies and vectoring basics - Initial setup of Avaya call center systems - Agent and skill configuration |
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