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Avaya 33820X Exam Syllabus Topics:

Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:

1. Refer to the exhibit.

This exhibit shows an example of the Call Management System (CMS) and Call Center Elite architecture. A customer wants CMS so It can manage their separate business units, departments, or locations from a single reporting point.
How many Automatic Call Distribution (ACD) queues can a single CMS system report on?

A) 5
B) 10
C) 15
D) 8

2. A customer wants to use their Contact Center strategically, rather than just as a mechanism to field customer calls. Which three are Workforce Engagement optional add-ons? (Choose three.)

A) Workforce Management
B) Speech/Voice Analytics
C) Desktop and Process Analytics
D) Customer Feedback
E) Quality Monitoring

3. Which key Avaya Aura® Call Center Elite Multichannel (EMC) component sends a signal to Avaya Enablement Services (AES) to pass the call control and call event Information to Elite Multichannel applications, such as the EMC Desktop?

A) XML Server
B) XML Service
C) XML Application
D) XML Client

4. Refer to the exhibit.

Based on the following features and functions:
* Able to choose the best agent available to handle an outbound contact
* Supports behavior-based past and predicted future behavior for customers and agents
* Supports data trending to determine patterns which is refreshed daily
* POM queries It at that moment In time when It decides on the agent handling a given call Which application would you place in the blue box?

A) Avaya Intelligent Customer Routing
B) Best Service Routing
C) Afiniti Enterprise Behavioral Pairing
D) Workspaces for Elite with POM Integration

5. A customer wants an Avaya Breeze® Snap-in that allows business analysts, non-technical resources and developers the ability to write logical business process flows.
Which Avaya Breeze® Snap-In would you recommend?

A) Context Store Snap-In
B) Presence Snap-in D)
C) Engagement Designer Snap-In
D) Enhanced Call Control Snap-in

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