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