33820X Exam Dumps : Avaya Aura Call Center Elite & Elite Multichannel Solution Design Exam

The EMC Desktop loads plug-ins based on the settings in the EMC Desktop's configuration.

Which plug-in allows agents to monitor the telephone activity of other call center agents or staff members they work closely with, and adds the ability to see the work Item history of an agent?

A customer requires a Call Center feature that will provide the following:

• A routing algorithm to manage agents, call volumes, service levels, and predict call wait time

• As agents become available, select the next contact based on defined business objectives to meet service levels across the enterprise.

To meet these requirements, which Call Center Elite feature would you recommend?

An Avaya Aura® Call Center Elite customer wants an application solution with the following requirements:

• Synchronizes with a deskphone to share the control of telephony and agent features

• Includes capabilities of integrated video and Instant messaging

• Increases collaboration

• Reduces agent talk time and facilitates first call resolution

To meet these requirements, which two applications would you recommend to be used in conjunction with Call Center Elite? (Choose two.)