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- 3304: Avaya Aura Call Center Elite Implementation and Maintenance
Free 3304: Avaya Aura Call Center Elite Implementation and Maintenance Exam Questions and Answers
Last updated: January 14, 2025
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21-3304: Avaya Aura Call Center Elite Implementation and Maintenance
#Question
What does "Call Abandonment Rate" indicate in call centers?
A.The percentage of calls that are completed
B.The number of calls terminated by customers before being answered
C.The total number of calls received
D.The number of calls redirected
Correct Answer:
B
Call Abandonment Rate indicates the number of calls that are terminated by customers before they are answered, reflecting service effectiveness.
#Question
How does "Knowledge Management" assist agents in a call center?
A.It provides agents with access to information and solutions
B.It increases call duration
C.It limits information access
D.It reduces customer engagement
Correct Answer:
A
Knowledge Management provides agents with access to relevant information and solutions to assist customers efficiently.
#Question
What is the primary purpose of "Customer Satisfaction Scores" (CSAT) in call centers?
A.To track complaint volume
B.To analyze call duration
C.To measure agent performance
D.To gauge customer satisfaction with service
Correct Answer:
D
CSAT measures customer satisfaction with the service provided, guiding improvements.
#Question
How does "Contact Center Technology" impact customer interactions?
A.It limits service options
B.It decreases operational costs
C.It reduces agent workload
D.It enhances the efficiency and effectiveness of interactions
Correct Answer:
D
Contact Center Technology enhances the efficiency and effectiveness of interactions, improving customer service.
#Question
What does "Agent Utilization Rate" measure in a call center?
A.Number of missed calls
B.Average duration of calls
C.Percentage of time agents are on calls
D.Total number of calls made by agents
Correct Answer:
C
Agent Utilization Rate measures the percentage of time agents are actively engaged in handling calls.
#Question
What does "Operational Efficiency Metrics" evaluate in call centers?
A.The total call volume
B.The effectiveness of service delivery processes
C.The duration of customer interactions
D.The number of agents available
Correct Answer:
C
Operational Efficiency Metrics evaluate the effectiveness of service delivery processes, guiding improvements.
#Question
How does "Agent Collaboration" enhance service delivery in call centers?
A.It improves knowledge sharing and teamwork
B.It limits service options
C.It decreases performance
D.It increases operational costs
Correct Answer:
B
Agent Collaboration improves knowledge sharing and teamwork, leading to enhanced service delivery.
21-3304: Avaya Aura Call Center Elite Implementation and Maintenance
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Q1: What are Avaya Certification Exams? A: Avaya Certification Exams validate your expertise in using and managing Avaya products and solutions, including unified communications, contact centers, networking, and cloud services. These certifications demonstrate your skills in deploying, managing, and troubleshooting Avaya technologies.
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