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Avaya 132-S-710.2 Exam Syllabus Topics:

SectionObjectives
Topic 1: Reporting and Performance Management- Call center reporting design
  • 1. Historical and real-time reporting considerations
  • 2. Performance metrics and KPIs
Topic 2: Agent and Resource Management- Agent configuration planning
  • 1. Skills and agent groups
  • 2. Resource allocation and capacity planning
Topic 3: Integration and Solution Planning- Enterprise integration
  • 1. Integration with Avaya communication platforms
  • 2. Integration with CRM and external applications
Topic 4: Call Routing and Vectoring Design- Routing strategy design
  • 1. Vectoring and queue management
  • 2. Skill-based routing
Topic 5: Call Center Solution Architecture- Call Center business requirements analysis
  • 1. Determine functional and operational requirements
  • 2. Identify customer business objectives
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