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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 |
| Reporting and Optimization | - Performance metrics and KPIs - Optimization of agent utilization and routing efficiency - Call center reporting tools |
| Call Flow Design | - Designing call flows and scripts - Queue management and load balancing - IVR configuration and integration |
| Implementation and Configuration | - Agent and skill configuration - Initial setup of Avaya call center systems - Routing strategies and vectoring basics |
| System Support and Maintenance | - System logs and diagnostics - Monitoring call center performance - Troubleshooting call routing issues |
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