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

1. The EMC Desktop loads plug-ins based on the settings in the EMC Desktop's configuration.
Which plug-in allows agents to monitor the telephone activity of other call center agents or staff members they work closely with, and adds the ability to see the work Item history of an agent?

A) EMC Plug-In
B) Presence Plug-In
C) Agent Plug-in
D) Supervisor Plug-In

2. A customer wants their callers to have greater control over their interactions when they reach their contact centers. They want their callers to be able to get a callback when the next agent is available, or schedule a callback for a day/time that is most convenient. Callers should also be able to continue to hold. Avaya Callback Assist (CBA) gives a customer control of their interaction with the contact center by providing the customer with the estimated wait time and options.
Avaya Callback Assist (CBA) can be installed in which three different environments based on these business requirements? (Choose three.)

A) AACC
B) Analog
C) SIP
D) Tl/El
E) CTI

3. An Avaya Aura® Call Center Elite customer wants an application solution with the following requirements:
* Synchronizes with a deskphone to share the control of telephony and agent features
* Includes capabilities of integrated video and Instant messaging
* Increases collaboration
* Reduces agent talk time and facilitates first call resolution
To meet these requirements, which two applications would you recommend to be used in conjunction with Call Center Elite? (Choose two.)

A) Agent Desktop Displays (ADD)
B) Agent Map
C) Avaya one-X® Agent
D) Avaya Agent for Desktop (AAfD)

4. A customer wants an Avaya Breeze® Snap-in that allows business analysts, non-technical resources and developers the ability to write logical business process flows.
Which Avaya Breeze® Snap-In would you recommend?

A) Engagement Designer Snap-In
B) Presence Snap-in D)
C) Context Store Snap-In
D) Enhanced Call Control Snap-in

5. Workspaces for Elite with POM Integration can Increase agent productivity by providing a unified desktop for agents to handle all inbound and outbound voice tasks, and which three types of calls? (Choose three.)

A) Predictive
B) Progressive
C) Proficient
D) Performance
E) Preview

Solutions: