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Avaya 132-S-710.2 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Reporting & Performance Management | 15% | - Database and reporting tool integration - Key performance indicators (KPIs) - Real-time and historical reporting design |
| Topic 2: Security & Compliance | 10% | - Regulatory compliance requirements - Access control and data protection |
| Topic 3: Agent & Resource Management | 20% | - Agent groups, skills and profiles - Supervisor and administration access - Capacity planning and resource allocation |
| Topic 4: Call Routing & Vectoring Design | 30% | - Skill-based routing and priority handling - VRU/IVR integration and call flow design - Vector configuration and queue management |
| Topic 5: Call Center Solution Architecture & Requirements | 25% | - Business and technical requirements analysis - Scalability and redundancy planning - System components and interoperability |
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