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| Section | Objectives |
|---|---|
| Topic 1: Recording and Quality Management | - Call recording configuration and management
|
| Topic 2: Workforce Optimization and Analytics | - Reporting and analytics
|
| Topic 3: Avaya Workforce Engagement Overview | - Core concepts of Workforce Engagement (WEM) solutions
|
| Topic 4: Administration and Support | - System administration tasks
|
1. When Enabling an employee to control the recording process, which two Agent Initiated Monitoring (AIM) commands are used ? (Choose two.)
A) Start monitoring command
B) Cancel monitoring command
C) Start Annotation command
D) Pause monitoring command
2. Which two statements about the Avaya Workforce Engagement database management Service account are true? (Choose two)
A) The account cannot be the same as the Management Service account
B) The password can be changed after the installation
C) The account must be defined within a workgroup
D) It is allowed to change the username after initial installation.
3. When administering users for Avaya Workforce Engagement, what is the first step in the user management workflow?
A) Assign users to role and scope
B) Create organizations and groups
C) Create roles
D) Create user profiles
4. Which three statements about the Framework platform are true? (Choose three)
A) It can be installed with another platform on the same hardware.
B) It is a predefined set of Server Roles that are deployed together on the same machine.
C) The platform is Windows OS independent
D) The platform is HW independent.
E) Requires a locally installed instance of Microsoft SQL.
5. Which Avaya Workforce Engagement component can help customers evaluate an agent and increase customer satisfaction?
A) Interactions
B) Wfm
C) Coaching
D) eLearning
Solutions:
| Question # 1 Answer: A,D | Question # 2 Answer: A,B | Question # 3 Answer: B | Question # 4 Answer: A,B,D | Question # 5 Answer: A |
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