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Avaya 33160X Exam Syllabus Topics:

SectionObjectives
Avaya Workforce Engagement Overview- Core concepts of Workforce Engagement (WEM) solutions
  • 1. Purpose and business value of workforce engagement systems
    • 2. Key components of Avaya Workforce Engagement portfolio
      - System architecture and deployment concepts
      • 1. High-level architecture of Avaya WEM solutions
        • 2. Integration with Avaya Experience Platform and contact center systems
          Administration and Support- Troubleshooting and support
          • 1. Common issues in Workforce Engagement systems
            • 2. Basic diagnostic and resolution approaches
              - System administration tasks
              • 1. User roles and permissions management
                • 2. Basic configuration and maintenance operations
                  Recording and Quality Management- Call recording configuration and management
                  • 1. Recording troubleshooting fundamentals
                    • 2. Recording policies and storage handling
                      - Quality management workflows
                      • 1. Quality assurance processes and reporting
                        • 2. Evaluation forms and scoring mechanisms
                          Workforce Optimization and Analytics- Reporting and analytics
                          • 1. Data interpretation for operational improvement
                            • 2. Standard reports and dashboards
                              - Workforce scheduling and forecasting concepts
                              • 1. Basic scheduling principles in WEM
                                • 2. Workload forecasting and staffing alignment

                                  Avaya Workforce Engagement Support Certified Sample Questions:

                                  1. Which three statements about the Framework platform are true? (Choose three)

                                  A) It is a predefined set of Server Roles that are deployed together on the same machine.
                                  B) Requires a locally installed instance of Microsoft SQL.
                                  C) The platform is HW independent.
                                  D) It can be installed with another platform on the same hardware.
                                  E) The platform is Windows OS independent


                                  2. The installer will be starting the administration in the Avaya Workforce Engagement. What is the first step in the administration workflow?

                                  A) Create Organizations and groups
                                  B) Create users
                                  C) Manage entities withassignmentmanager
                                  D) Create roles


                                  3. Where can an Avaya Workforce Engagement administrator see all user changes in its administrative pages?

                                  A) The alarm status
                                  B) The installer log
                                  C) The Audit viewer
                                  D) The user log


                                  4. The Screen Capture module is installed on an employee desktop.
                                  To communicate with the recorder to track employee logging/logoff, which manages the Screen Capture program?

                                  A) Capture service
                                  B) Desktop resource
                                  C) Screen capture
                                  D) EIM


                                  5. Which two statements are true about Disk Manager tasks for Avaya Contact recorder advanced (ACRA)(choose two)

                                  A) It deletes the oldest recordings from the drive to make free space for the new recordings
                                  B) It is used to define and configure disk partitions used for storing.
                                  C) It removes all the data associated with a recording file when necessary.
                                  D) It monitors the call buffer to ensure that there is enough free space to.


                                  Solutions:

                                  Question # 1
                                  Answer: A,C,D
                                  Question # 2
                                  Answer: A
                                  Question # 3
                                  Answer: C
                                  Question # 4
                                  Answer: A
                                  Question # 5
                                  Answer: A,C

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