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

1. Contact centers use remote agents to expand the available talent pool, to find agents in affordable places, and to outsource work.
To support a customer's requirement for Remote Agents/Workers, your design scope will include which licensing requirement for Remote Agents/Workers?

A) Avaya SBCE Corporate and Standard Licenses
B) Avaya SBCE Standard License
C) Avaya SBCE Standard and Advanced Licenses
D) Avaya SBCE Corporate License

2. A customer needs to integrate a network of call centers for better load balancing and optimal agent utilization. They also need to monitor the status of the specified resources and adjust call processing. This would enable the system to compare the specified skills, identify the skill that provides best service to a call, and deliver the call to an agent in the skill. If no agents are available in the skill, the call is queued.
Which Avaya Aura® Call Center Elite feature would you recommend to this customer?

A) Expert Agent Selection
B) Business Advocate
C) Best Service Routing
D) Advanced Call Vectoring

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

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

4. Which two statements about the enhancements to Elite Multichannel Release 6.6 security are true? (Choose two.)

A) Support for TLS 1.0 and 1.1 have been dropped from EMC 6.6.
B) All connections to EMC 6.6 Servers use only TLS 1.2 to communicate.
C) Elite Multichannel 6.6 supports WebLM Release 6.x.
D) Elite Multichannel 6.6 uses SSLv3

5. A customer requires support for a solution that will allow call center supervisors to monitor the activity of groups of agents, and they need to know more about monitoring agents with the Elite Multichannel (EMC) Supervisor Plug-in, which is part of the EMC Desktop.
How any agents do the supervisors have the ability to monitor?

A) 20 or less
B) 15 or less
C) 10 or less
D) 5 or less

Solutions: