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Q9. What provides built-in real and historical reporting capabilities for the call center, including reports for Splits/Skill, Agents, Vector Directory Numbers (VDNs) and trunk groups?
A. VvStats
B. Service level maximize (SLM)
C. Basic Call management System (BCMS)
D. Automated Number Identification (ANI)
Answer: C
Explanation: Reference Avaya Aura.Call Center 6.0 Overview page 19
Q10. You are implementing a new contact center and gathering all information for the new agents. The Communication manager (CM) Agent Login ID form is populated from information gathered on the Agent Skills Worksheet.
Which three items are included on this worksheet? (Choose three)
A. Call handling preference
B. Login ID
C. Skill preferences
D. Skill level
E. Class of service (COS)
Answer: A,B,D
Explanation:
Q11. Why would a vector skip the step "queue to skill" and go to the next step without planning the call in queue?
A. because all agents are unavailable or on a call
B. because no agents are logged in
C. because the queue limit has been reached in the hunt group
D. because there is a route-to command after the queue-to command
Answer: C
Q12. A customer has provided one specific customer toll free number. The customer should have some (but not total) advantage over the typical call to the same skill as other callers.
Which Business Advocate (BA) feature is used to adjust the service level for the customer to this particular skill?
A. Reserve Agents
B. Weighted Advance Time
C. Dynamic Queue Position
D. Greatest Need
Answer: A
Q13. Direct Agent calls are not getting counted correctly in Call Management System (CMS).
What must be administered so that Direct Agent calls are measured properly?
A. Class of Service (COS)
B. skill-level
C. Class of Restriction (COR)
D. ead-mia
Answer: C
:Planning an Avaya Aura.Call Center Implementation 6.0 Page 24
Q14. A customer is having issues with the amount of calls answered by a certain group of agents
Which three tools or commands can be used to track call activity in nearly teal time? (Choose three)
A. Monitor bcms vdn
B. Monitor traffic hunt group
C. Administer a vu-display button to monitor calls in queue.
D. Monitor bcms skill
E. Administer a q-call button.
Answer: A,B,D
Explanation:
Q15. A contact center supervisor frequently uses Call Management System (CMS) to manually move agents into skill that are not primary assignments for those agents, due to the needs of the business and to unexpected fluctuations in call volumes?
Which feature could automate this process for the supervisor by the activation of reserve agents?
A. Dynamic Percentage Adjustment
B. Service Routing
C. Dynamic Queue Position
D. Dynamic Threshold Adjustment
E. Auto Reserve Agents
Answer: E
Explanation: Reference Avaya Aura.Call Center Feature Reference 6.0 page 357
Q16. Which two statements about Automatic Call Distribution (ACD) with Expert Agent Selection (EAS) disabled are true? (Choose two.)
A. Agents should log in manually to each split.
B. Agents could be logged in to 20 splits maximum.
C. Splits could be measured by Basic Call Management System (BCMS).
D. After an ACD-call, an agent will automatically change its state to AUX.
Answer: A,C
Explanation: Reference Avaya Aura.Call Center 6.0 Overview Page 18