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Avaya 33160X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Recording and Quality Management | - Call recording configuration and management
|
| Administration and Support | - Troubleshooting and support
|
| Workforce Optimization and Analytics | - Reporting and analytics
|
| Avaya Workforce Engagement Overview | - System architecture and deployment concepts
|
Avaya Workforce Engagement Support Certified Sample Questions:
In Archive, what is the function of a campaign?
- A. It defines when and how fast archive activity may occur on a recorder.
- B. It defines how to perform a specific archive task against a specific media.
- C. It defines filter rules to determine which recordings to archive.
- D. It defines the physical repository for archived content.
Correct Answer: C 🗳️
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In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), which statement is true?
- A. When there is an incoming call that is put on hold, only the customer side will be recorded.
- B. An internal call will not be recorded.
- C. When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferenced with a supervisor, everything will be recorded.
- D. When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferences with a supervisor, the call with the customer and the conference with the supervisor will be recorded, while the internal consult will not be recorded.
Correct Answer: D 🗳️
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Which two are examples of server role? (Choose two)
- A. Avaya Contact Recorder
- B. Framework Integration Service
- C. Enterprise Manager
- D. Recorder Integration Service
Correct Answer: A,D 🗳️
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When Enabling an employee to control the recording process, which two Agent Initiated Monitoring (AIM) commands are used ? (Choose two.)
- A. Start Annotation command
- B. Cancel monitoring command
- C. Start monitoring command
- D. Pause monitoring command
Correct Answer: C,D 🗳️
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Which Avaya Workforce Engagement component can help customers evaluate an agent and increase customer satisfaction?
- A. Coaching
- B. Interactions
- C. eLearning
- D. Wfm
Correct Answer: B 🗳️
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