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Avaya 132-S-710.2 Exam Syllabus Topics:

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

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