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