Avaya Aura Call Center Elite & Elite Multichannel Solution Design 33820X Exam Practice Test

A customer has provided you with the following solution requirements:

* A 360-degree view of the customer journey across touch points and agent interactions

* Leverage the thin client Interface to reduce costs versus downloading and managing thick clients

* No modifications to the Call Center Elite infrastructure

* Enrich and personalize the customer experience by delivering relevant customer information from multiple sources

To enhance their call center solution, which application solution would you recommend to the customer?

A customer has inquired about Avaya Callback Assist (CBA) to learn about immediate and scheduled callbacks with Avaya Experience Portal. From a technical and administration standpoint, CBA supports which two environments? (Choose two.)

An agent license in Avaya Call Management System is consumed for each agent logged in to at least one measured skill. Regardless of the number of skills assigned to an agent, only one CMS agent license Is consumed when an agent logs In to one or more measured skills. Agent licenses are enabled on CC Elite and CMS, and the Elite Agent licenses are for the ACD functionality.

If CMS is reporting on three ACDs with 500 active agents each, how many agents would it be licensed for?

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 customer wants their callers to have greater control over their interactions when they reach their contact centers. They want their callers to be able to get a callback when the next agent is available, or schedule a callback for a day/time that is most convenient. Callers should also be able to continue to hold. Avaya Callback Assist (CBA) gives a customer control of their interaction with the contact center by providing the customer with the estimated wait time and options.

Avaya Callback Assist (CBA) can be installed in which three different environments based on these business requirements? (Choose three.)

Which two statements about the enhancements to Elite Multichannel Release 6.6 security are true? (Choose two.)

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?