Avaya Aura® Call Center Elite & Elite Multichannel Solution Design : 33820X

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Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:

1. 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?

A) Number of agents X 4 = DSPs
B) Number of agents X 5 = DSPs
C) Number of agents X 2 = DSPs
D) Number of agents X 3 = DSPs

2. Workspaces for Elite with POM Integration can Increase agent productivity by providing a unified desktop for agents to handle all inbound and outbound voice tasks, and which three types of calls? (Choose three.)

A) Progressive
B) Proficient
C) Preview
D) Predictive
E) Performance

3. 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) Best Service Routing
B) Avaya Intelligent Customer Routing
C) Workspaces for Elite with POM Integration
D) Afiniti Enterprise Behavioral Pairing

4. A customer wants an Avaya Breeze® Snap-in that allows business analysts, non-technical resources and developers the ability to write logical business process flows.
Which Avaya Breeze® Snap-In would you recommend?

A) Enhanced Call Control Snap-in
B) Context Store Snap-In
C) Engagement Designer Snap-In
D) Presence Snap-in D)

5. Call Center Elite has the same deployment flexibility as Avaya Aura® Communication Manager (CM). Which two are deployment options for Call Center Elite? (Choose two.)

A) CM Server Separation
B) Multiple Server - Multiple VMS
C) Cloud: Communication Manager with Call Center Elite on Amazon Web Services (AWS)
D) Multiple Servers with Single VMS

Solutions: