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Avaya 33820X Exam Syllabus Topics:

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

Question 1

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

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

Question 2

Refer to the exhibit.

The exhibit shows a basic Avaya Oceana® setup with Call Center Elite, showing a complete multi-touch solution with Call Center Elite serving customers via voice, and Oceana supporting email, chat, SMS, co-browsing and more.
In the box with the question mark (?), which Avaya Aura® component is required to complete this illustration?

A. Avaya Experience Portal
B. Avaya Aura® Application Enablement Services
C. Avaya Aura® Communication Manager
D. Avaya Aura® Call Center Elite Multichannel

Question 3

A new customer needs a solution that runs on their existing Avaya Aura® Unified Communication (UC) platform, and provides basic and advanced call center features like Expert Agent Selection and Best Service Routing.
Based on these requirements, which solution would you recommend to the customer?

A. Avaya Proactive Contact
B. Avaya Aura® Elite Multichannel
C. Avaya Aura® Call Center Elite
D. Avaya Intelligent Customer Routing

Question 4

An agent license in Avaya Call Management System is consumed for each agent logged in to at least one measured skill. Regardless of the number of skills assigned to an agent, only one CMS agent license Is consumed when an agent logs In to one or more measured skills. Agent licenses are enabled on CC Elite and CMS, and the Elite Agent licenses are for the ACD functionality.
If CMS is reporting on three ACDs with 500 active agents each, how many agents would it be licensed for?

A. 750
B. 500
C. 1000
D. 1500

Question 5

You are designing a solution for a customer with Avaya IX™ Workforce Engagement and Avaya Contact Recorder (ACR) in their contact center.
When determining the number of DSP's required for agent recording in an all IP environment using DMCC Call Recording, what is the recommended ratio used?

A. Number of agents X 3 = DSPs
B. Number of agents X 5 = DSPs
C. Number of agents X 4 = DSPs
D. Number of agents X 2 = DSPs

Solutions: