21260T exam

How can exceptions be managed effectively in Avaya CMS? (Select two)A . Set thresholds based on historical dataB . Automate the resolution of exceptions without manual interventionC . Perform regular reviews and adjustments of exception thresholdsD . Create identical thresholds for all call typesView AnswerAnswer: AC

Which feature of the CMS Supervisor Interface allows real-time monitoring of call center activity?A . Historical reportsB . Call RecordingC . Real-Time ReportsD . Alarm ManagementView AnswerAnswer: C

What is a key component in administering agents in Avaya CMS?A . Defining agent profiles and assigning skill setsB . Limiting agent login timesC . Setting up agent routing pathsD . Managing external data storageView AnswerAnswer: A

What is the main purpose of scripting in Avaya CMS?A . To automate repetitive tasks and enhance system efficiencyB . To create custom call routing plansC . To prevent unauthorized access to system featuresD . To manage agent schedules and shiftsView AnswerAnswer: A

What are key considerations when administering agents in a call center environment? (Select two)A . Assigning agents to skill groups based on their experienceB . Monitoring the number of calls handled by each agentC . Limiting agent access to only one call queueD . Configuring agent work schedules within CMSView...

Which feature is used to ensure agents are handling the right type of calls in a call center?A . Call distribution algorithmsB . Skill-based routingC . Real-time agent monitoringD . Manual call forwardingView AnswerAnswer: B

What is the purpose of making configuration changes in Avaya CMS?A . To optimize the system for changing call volume and patternsB . To automatically update agent profilesC . To prevent access to certain reporting featuresD . To change the hardware setup for the ACD systemView AnswerAnswer: A

What is a key advantage of using VDNs in call centers?A . It improves call transfer speed.B . It allows administrators to control the flow of calls dynamically.C . It stores all call logs for historical reporting.D . It connects agents directly to customers without routing.View AnswerAnswer: B

What best practices should be followed when configuring Call Work Codes? (Select two)A . Define clear categories for different types of callsB . Allow agents to customize CWCs at their discretionC . Regularly update CWCs based on evolving business needsD . Limit CWCs to a single code for all call...

What are some best practices for administering VDNs? (Select two)A . Regularly update VDNs to reflect changes in call routing strategiesB . Ensure all calls bypass VDNs for direct agent routingC . Monitor the performance of VDNs to avoid call congestionD . Set VDNs to default settings for all call...