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Avaya 132-S-710.2 Exam Syllabus Topics:
| Section | Weight | Objectives |
|---|---|---|
| Call Center Solution Architecture & Requirements | 25% | - Scalability and redundancy planning - Business and technical requirements analysis - System components and interoperability |
| Reporting & Performance Management | 15% | - Real-time and historical reporting design - Key performance indicators (KPIs) - Database and reporting tool integration |
| Security & Compliance | 10% | - Access control and data protection - Regulatory compliance requirements |
| Agent & Resource Management | 20% | - Supervisor and administration access - Capacity planning and resource allocation - Agent groups, skills and profiles |
| Call Routing & Vectoring Design | 30% | - VRU/IVR integration and call flow design - Skill-based routing and priority handling - Vector configuration and queue management |
