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

A customer requires a solution that has a broad appeal across all vertical markets, and simplifies the management operations of Avaya-based solutions through a centralized administration platform. This solution will also reduce costs, enhance security and access, all without increasing complexity.

Which application solution would you present to this customer?

During your discovery conversation with an existing Call Center Elite customer, they provided the following requirements:

* Increase in agents from 300 to 400

* Agent/Remote Workers 10% of agents

* Increase in CMS Supervisors from 30 to 40

* No increase in 900 Business Users

* Avaya IX Messaging (Customer Provided Server)

Which Design Scope would you select for this customer?

You are designing a solution for a customer with Avaya IX Workforce Engagement and Avaya Contact Recorder (ACR) in their contact center.

When determining the number of DSP's required for agent recording in an all IP environment using DMCC Call Recording, what is the recommended ratio used?

Contact centers use remote agents to expand the available talent pool, to find agents in affordable places, and to outsource work.

To support a customer's requirement for Remote Agents/Workers, your design scope will include which licensing requirement for Remote Agents/Workers?

From a migration standpoint, when implementing Avaya Oceana and Avaya Analytics, what are three ways that Avaya preserves the customer's Investment? (Choose three.)

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 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?