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Avaya Workforce Engagement Support Certified Sample Questions:
1. Which Avaya Workforce Engagement component can help customers evaluate an agent and increase customer satisfaction?
A) eLearning
B) Interactions
C) Wfm
D) Coaching
2. In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), which statement is true?
A) When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferenced with a supervisor, everything will be recorded.
B) An internal call will not be recorded.
C) When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferences with a supervisor, the call with the customer and the conference with the supervisor will be recorded, while the internal consult will not be recorded.
D) When there is an incoming call that is put on hold, only the customer side will be recorded.
3. Which three Avaya Workforce Engagement maintenance tasks should be completed in a daily or weekly basis? (choose three).
A) Perform Database backups
B) Consider loading trends.
C) Confirm Services are running
D) Check active alarms
E) Check data fragmentation
4. When Enabling an employee to control the recording process, which two Agent Initiated Monitoring (AIM) commands are used ? (Choose two.)
A) Pause monitoring command
B) Start Annotation command
C) Start monitoring command
D) Cancel monitoring command
5. A technician is preparing for the slipstream installation in Avaya Workforce Engagement.Which twostatementsabout slipstream installation are true? (choose two)
A) Install the WFO Update package, as well as necessary stand-alone KBs at the same time.
B) Install the Avaya Workforce Engagement base software,followedby the HFR Package.
C) Install the HFR package first, then thelatestWFO update package, as well as necessary stand-alone KBs in the sequence.
D) Install the Avaya Workforce Engagement base software,followedby the WFO update Package and the HFR package.
Solutions:
| Question # 1 Answer: B | Question # 2 Answer: C | Question # 3 Answer: A,C,D | Question # 4 Answer: A,C | Question # 5 Answer: B,D |
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