78201X

The Avaya 78201X exam, officially titled "Avaya Equinox® Conference for Contact Center Agents," focuses on the skills and knowledge needed to effectively use Avaya Equinox® Conference within a contact center environment. The main points cover these key areas:

• Understanding Avaya Equinox® Conference features: This includes a deep dive into the functionalities and capabilities of the conferencing application, specifically as it pertains to contact center agents. Expect questions on features like:

  • Joining and leaving conferences: Understanding the different methods and workflows.
  • Conference controls: Muting, unmuting, transferring participants, recording, etc.
  • Participant management: Viewing participant lists, identifying roles, managing permissions.
  • Screen sharing and other collaboration tools: If applicable to the specific version being tested.
  • Integration with other Avaya systems: How Equinox Conference interacts with other components of the Avaya contact center solution.

• Workflows and processes: The exam will test your understanding of how to utilize Equinox Conference within common contact center scenarios. This might involve:

  • Handling multi-party calls: Efficiently managing calls with multiple participants.
  • Collaborating with colleagues: Using the conference for internal consultations and problem-solving during customer interactions.
  • Using conference for training or coaching: If the application supports these functionalities.
  • Troubleshooting common issues: Understanding how to resolve basic problems that may arise during a conference.

• Security and compliance: This section will assess your awareness of security best practices and adherence to relevant regulations when using Equinox Conference. This could include:

  • Access control and permissions: Understanding how to manage user permissions and ensure only authorized personnel can access conferences.
  • Data security and privacy: Awareness of protocols for protecting sensitive information shared during conferences.

In short, the 78201X exam doesn't test broad Avaya knowledge but focuses specifically on practical skills and understanding of Equinox Conference in a contact center context. Preparation should involve hands-on experience with the software and a thorough understanding of its features and how they apply to agent workflows. Consult the official Avaya documentation and training materials for the most accurate and up-to-date information.