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