Online Access Free 3C00120A Exam Questions

HOTSPOT
Match the value provided by the Agent Desktop solution. (For each value on the left, select the corresponding Agent Desktop solution from the drop-down list on the right.)

Correct Answer:

Explanation:
3, 1, 2

Avaya is trying to get payments worth $100,000 released from a public sector client in connection with an implementation project Avaya delivered successfully three (3) months back. The Partner through whom Avaya bid for the project is the primary interface conducting regular follow-ups with the client. The client contact promises to get the payment released within 45 days provided the Partner or Avaya pay up $150 to expedite release. The Avaya channel account manager encourages Partner to do "whatever it takes' to get the money.
What should the Partner do?

• A.The Partner should report the matter to their own management.
• B.The Partner should negotiate the proposed "sum" with the client contact and try and agree on a sum of not more than $60 which could be deemed reasonable.
• C.The Partner should ask Avaya to pay the money to get the payments released.
• D.The Partner should immediately report the matter by using Avaya Ethics Hotline or emailing [email protected].

Avaya Contact Flow Analytics solution provides a cradle-to-grave view of customer calls, to effectively identify the customer needs and agent behaviors that need improving or enhancing. Which are capabilities of Contact Flow Analytics? (Select three.)

• A.It collects External Call History (ECH) data from one or more Avaya Call Management System (CMS) centralized data-mart.
• B.It enables the business to analyze recorded voice content to identify key words and phrases in audio recordings.
• C.It generates visualization of how calls are actually routed in the contact center by analyzing the < Call Management System (CMS) External Call History (ECH) data.
• D.It provides the capability to visually analyze and track problem areas with drill thru to analytical deeper analysis.
• E.It helps businesses through its automated coaching and scoreboard assessments that help provide improved agent performance and productivity.

Which are three business challenges that Avaya Operational Analyst can help solve? (Select three.)

• A.Using agents for tasks customers could do themselves
• B.Identifying the customer's past interactions
• C.Managing all channels easily
• D.Identifying when to make resource adjustments

HOTSPOT
Match each Assisted Experience Management product or solution on the right with its maximum agent capacity on the left. (For each of the agent capacity on the left, select the corresponding product from the drop-down list on the right.)

Correct Answer:

Explanation:
2, 1, 3