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