Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:
1. The EMC Desktop loads plug-ins based on the settings in the EMC Desktop's configuration.
Which plug-in allows agents to monitor the telephone activity of other call center agents or staff members they work closely with, and adds the ability to see the work Item history of an agent?
A) Presence Plug-In
B) EMC Plug-In
C) Agent Plug-in
D) Supervisor Plug-In
2. A customer requires a Call Center feature that will provide the following:
* A routing algorithm to manage agents, call volumes, service levels, and predict call wait time
* As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.
To meet these requirements, which Call Center Elite feature would you recommend?
A) Expert Agent Selection
B) Advanced Call Vectoring
C) Best Service Routing
D) Business Advocate
3. A Call Center Elite customer is currently running only a voice channel, and does not have either Interaction Center (IC) or Elite Multichannel (EMC). Which product enables them to implement Multichannel?
A) Avaya Workspaces® for Elite
B) Avaya Control Manager
C) Avaya Breeze®
D) Avaya Oceana®
4. Call Center Elite has the same deployment flexibility as Avaya Aura® Communication Manager (CM). Which two are deployment options for Call Center Elite? (Choose two.)
A) Cloud: Communication Manager with Call Center Elite on Amazon Web Services (AWS)
B) CM Server Separation
C) Multiple Server - Multiple VMS
D) Multiple Servers with Single VMS
5. 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) Customer Feedback
C) Speech/Voice Analytics
D) Desktop and Process Analytics
E) Quality Monitoring
Solutions:
| Question # 1 Answer: A | Question # 2 Answer: D | Question # 3 Answer: D | Question # 4 Answer: A,B | Question # 5 Answer: B,C,D |
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