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Avaya 33820X Exam Syllabus Topics:

Avaya Aura® Call Center Elite & Elite Multichannel Solution Design Sample Questions:

1. Based on customer feedback, what was the top priority in 2019 for Contact Center organizations?

A) To increase digital channel usage
B) To increase self-service usage
C) To increase first contact resolution
D) To increase agent retention

2. A customer wants to use their Contact Center strategically, rather than just as a mechanism to field customer calls. Which three are Workforce Engagement optional add-ons? (Choose three.)

A) Speech/Voice Analytics
B) Quality Monitoring
C) Customer Feedback
D) Workforce Management
E) Desktop and Process Analytics

3. A customer requires a Call Center feature that will provide the following:
* A routing algorithm to manage agents, call volumes, service levels, and predict call wait time
* As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.
To meet these requirements, which Call Center Elite feature would you recommend?

A) Advanced Call Vectoring
B) Best Service Routing
C) Expert Agent Selection
D) Business Advocate

4. During your discovery conversation with an existing Call Center Elite customer, they provided the following requirements:
* Increase in agents from 300 to 400
* Agent/Remote Workers 10% of agents
* Increase in CMS Supervisors from 30 to 40
* No increase in 900 Business Users
* Avaya IX™ Messaging (Customer Provided Server)
Which Design Scope would you select for this customer?

A) Core Suite Licenses: 1300 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 30 Remote Workers: 30 - IX™ Messaging Users: 1340
B) Core Suite Licenses: 1340 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 30 - IX™ Messaging Users: 1340
C) Core Suite Licenses: 1300 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 30 - IX™ Messaging Users: 1300
D) Core Suite Licenses: 1340 - CCElite, CMS Agents one-X Agents: 400 - CMS Supervisor License: 40 Remote Workers: 40 - IX™ Messaging Users: 1340

5. With the pre-built Virtual Private Clouds (VPCs) of Avaya OneCloud™ ReadyNow, Avaya is providing a robust foundation for enterprise cloud deployments. Each VPC Is built as a dedicated software image of Avaya's market leading Contact Center solutions.
What Is the default VPC hardware and software configuration?

A) Dedicated hardware and shared software
B) Dedicated hardware and dedicated software
C) Shared hardware and shared software
D) Shared hardware and dedicated software

Solutions: