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The Avaya 33820X exam focuses on various areas that include the design of call center solutions, call center routing strategies, call center reporting, and analytics. 33820X exam also covers topics such as call center agent management, workforce management, and contact center integration with other systems.
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Avaya 33820X certification exam consists of 68 questions, and candidates have 105 minutes to complete the exam. 33820X exam is available in English, Japanese, and Chinese. To pass the exam, candidates must score at least 70%, and the certification is valid for two years. 33820X exam can be taken at any Avaya Authorized Testing Center, and candidates can register for the exam through the Avaya Learning website.
Avaya 33820X Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Topic 1: Solution Design Considerations | - Capacity planning and performance tuning - High availability and disaster recovery design - Security and compliance considerations |
| Topic 2: Integration and Deployment | - CRM and CTI integration - Third-party system interoperability - Deployment models and migration strategies |
| Topic 3: Solution Overview | - Avaya Aura Call Center architecture overview - Elite and Elite Multichannel positioning |
| Topic 4: Core Architecture and Components | - Call routing and ACD fundamentals - Avaya Aura platform components integration - System scalability and redundancy design |
| Topic 5: Elite Multichannel Capabilities | - Omnichannel interaction handling (voice, email, chat) - Customer experience design considerations - Digital engagement and routing strategies |
| Topic 6: Operations and Support | - Troubleshooting methodologies - Monitoring and reporting tools - Best practices for ongoing maintenance |
| Topic 7: Call Center Elite Functionality | - Skill-based routing and queue design - Inbound and outbound call handling - Agent and supervisor features |
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