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Avaya 132-S-720-1 Exam Syllabus Topics:

SectionObjectives
Advanced Features and Optimization- Reporting and analytics
  • 1. Customer experience measurement concepts
    • 2. Operational reports and KPIs
      - Routing optimization
      • 1. Load balancing and distribution
        • 2. Skill-based routing strategies
          Call Center Solution Overview- Avaya Call Center Architecture and Components
          • 1. Core system components and roles
            • 2. Call routing concepts and flows
              - Contact center deployment models
              • 1. Inbound vs outbound configurations
                • 2. Multi-site and distributed environments
                  Implementation and Configuration- System setup and provisioning
                  • 1. Call routing and queue setup
                    • 2. Agent and skill configuration
                      - Integration and connectivity
                      • 1. Telephony and SIP integration basics
                        • 2. CRM and third-party system integration concepts
                          Operations and Support- Troubleshooting
                          • 1. Common call flow issues
                            • 2. Agent connectivity and service issues
                              - Monitoring and maintenance
                              • 1. System health checks and logs analysis
                                • 2. Performance monitoring and reporting
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