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Avaya 132-S-710.2 Exam Syllabus Topics:

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

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