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Avaya 132-S-720.1 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Call Flow Design | - Queue management and load balancing - Designing call flows and scripts - IVR configuration and integration |
| Topic 2: System Support and Maintenance | - System logs and diagnostics - Troubleshooting call routing issues - Monitoring call center performance |
| Topic 3: Implementation and Configuration | - Agent and skill configuration - Initial setup of Avaya call center systems - Routing strategies and vectoring basics |
| Topic 4: Reporting and Optimization | - Performance metrics and KPIs - Optimization of agent utilization and routing efficiency - Call center reporting tools |
| Topic 5: Avaya Call Center Architecture | - Overview of Avaya contact center solutions - Call routing and distribution concepts - System components and integrations |
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