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| Section | Objectives |
|---|---|
| Topic 1: Reporting and Optimization | - Call center reporting tools - Optimization of agent utilization and routing efficiency - Performance metrics and KPIs |
| Topic 2: System Support and Maintenance | - System logs and diagnostics - Monitoring call center performance - Troubleshooting call routing issues |
| Topic 3: Avaya Call Center Architecture | - Overview of Avaya contact center solutions - Call routing and distribution concepts - System components and integrations |
| Topic 4: Implementation and Configuration | - Initial setup of Avaya call center systems - Agent and skill configuration - Routing strategies and vectoring basics |
| Topic 5: Call Flow Design | - Queue management and load balancing - Designing call flows and scripts - IVR configuration and integration |
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