71801X

The Avaya 71801X exam, Avaya Aura® Contact Center Select Implementation and Maintenance Exam, focuses on verifying a candidate's skills in implementing and maintaining Avaya Aura Contact Center Select. The main points covered generally include:

• Planning and Design: Understanding the requirements gathering process, designing a solution based on customer needs, and creating a comprehensive implementation plan. This includes aspects like network infrastructure, server resources, and user access.

• Installation and Configuration: Hands-on knowledge of installing and configuring Avaya Aura Contact Center Select components, including servers, agents, supervisors, and reporting tools. This involves working with the Avaya Aura Communication Manager and other related applications.

• System Administration and Maintenance: Proficiency in managing the system, troubleshooting issues, and performing routine maintenance tasks. This includes monitoring system performance, managing user accounts, and handling potential failures.

• Call Flows and Routing: Designing and configuring call flows to optimize call handling and routing based on various parameters, such as skill-based routing, agent availability, and call priority. Understanding different types of call routing strategies is crucial.

• Reporting and Monitoring: Using reporting tools to analyze call center performance, identifying areas for improvement and generating reports to track key metrics such as average handling time, abandonment rate and service level.

• Security: Implementing and maintaining security measures to protect the system and sensitive customer data. This might include user authentication, access controls, and encryption.

• Integration with other Systems: Understanding how Avaya Aura Contact Center Select integrates with other systems, such as CRM platforms, IVR systems, and other communication technologies.

In essence, the 71801X exam assesses a candidate's ability to design, implement, maintain, and troubleshoot Avaya Aura Contact Center Select solutions. It's heavily focused on practical skills and real-world scenarios. You should expect a mix of multiple-choice questions, fill-in-the-blank and potentially some more complex scenario-based questions requiring problem-solving abilities.