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