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7392X – Avaya Aura Call Center Elite Implementation Exam

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Showing 7–9 of 10 questions

Question 7

Direct Agent calls are not getting counted correctly In the Call Management System (CMS). What must be administered so that Direct Agent calls are measured properly?

Select an option, then click Submit answer.

  • ○

    Class of Restriction (COR)
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    Class of Service (COS)
  • ○

    skill-level
  • ○

    ead-mla
Question 8

A customer wants the ability to track the call types for Automatic Call Distribution (ACD) calls answered by agents. These call types will be defined by the customer.

Which call center feature can the customer use to track their defined call types?

Select an option, then click Submit answer.

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    Least Occupied Agent (LOA)
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    Call Work Codes (CWC)
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    Feature Access Codes (FAC)
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    Redistribution on No Answer (RONA)
Question 9

An Elite Call Center agent is assigned the following Skills:

And the Call Handling Preference is configured as Greatest Need.

Which of the culls will the agent handle first under the greatest need handling preference?

Select an option, then click Submit answer.

  • ○

    Skill 4 Call
  • ○

    Skill 2 Call
  • ○

    Skill 1 Call
  • ○

    Skill 3 Call