Avaya 33160X Practice Test Questions

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2. 1.You are troubleshooting the number of call employee hay number segments recorded and archived. Which monitoring tool must be used to get this information? A. Employee Archive Report. B. Capture Status C. Data Integrity Report D. Recorder Status Summary Answer: A Explanation: The Employee Archive Report is a monitoring tool that can be used to get information about the number of call employee segments recorded and archived. The Employee Archive Report shows the number of recordings, the total duration, the total size, and the average size of the recordings for each employee or group of employees. The Employee Archive Report can be filtered by date range, organization, group, employee, recording type, and recording status. The Employee Archive Report can also be exported to a CSV file for further analysis1 References: 1: Avaya Workforce Engagement Support - Reporting Guide, page 25-262 2.Which three are capabilities and customer impacts of using Avaya Workforce Engagement? (Choose three) A. It can optimize the workforce. B. It can improve processes. C. It can enrich interactions. D. It can provide expert agent selection distribution. E. It can generate real time reports. Answer: A B C Explanation: According to the Avaya Workforce Engagement Overview Video1, Avaya Workforce Engagement is a solution that helps contact centers transform their customer experience by gaining deeper insights into customer interactions and improving agent performance, processes, and operations. Some of the capabilities and customer impacts of using Avaya Workforce Engagement are: A. It can optimize the workforce. Avaya Workforce Engagement can help contact centers optimize their staffing levels, schedules, training, coaching, and development of their agents. By using historical data and trends, Avaya Workforce Engagement can help contact centers forecast their workload and demand across different channels and time periods, and assign the right number and skill of agents to meet their service goals. By using automatic scorecards and e-learning courses, Avaya Workforce Engagement can help contact centers monitor, assess, and improve their agent performance, efficiency, productivity, and satisfaction. B. It can improve processes. Avaya Workforce Engagement can help contact centers improve their processes by capturing and analyzing voice and digital interactions with customers. By using advanced speech analytics and conversational analytics, Avaya Workforce Engagement can help contact centers identify customer needs, expectations, preferences, sentiments, behaviors, issues, opportunities, trends, etc., and use this intelligence to enhance their service processes, policies, procedures, scripts, etc., to deliver a consistent and personalized customer experience. C. It can enrich interactions. Avaya Workforce Engagement can help contact centers enrich their interactions with customers by providing real-time assistance and guidance to their agents. By using live 2 / 6

3. monitoring and screen capture tools, Avaya Workforce Engagement can help contact centers observe their agent-customer interactions live and intervene when needed to provide prompts, resources, feedbacks, suggestions etc., to help their agents resolve customer queries effectively and efficiently. The statements D and E are incorrect because: D. It can provide expert agent selection distribution. This is not a capability of Avaya Workforce Engagement but rather a capability of Avaya Experience Platform Attribute-Based Routing2. Attribute-Based Routing is a feature that allows contact centers to match customers with agents based on various attributes such as skills, preferences, availability, performance, etc., to provide an optimal customer experience. E. It can generate real time reports. This is not a capability of Avaya Workforce Engagement but rather a capability of Avaya Experience Platform Artificial Intelligence2. Artificial Intelligence is a feature that allows contact centers to leverage the power of AI to generate real time reports and insights that can help them optimize their customer engagement and omnichannel service strategies across assisted and self-service channels. 3.Which account is a member of the SysAdmin role in SQL, and can perform all required activities related to database installation and first-time configuration in Avaya Workforce Engagement? A. Maintenance account B. DMSA C. MSA D. Local account Answer: C Explanation: The MSA account is a member of the SysAdmin role in SQL, and can perform all required activities related to database installation and first-time configuration in Avaya Workforce Engagement. The MSA account is a service account that is used to run the Avaya Workforce Engagement services and access the Archive Database. The MSA account must be created before installing the Avaya Workforce Engagement software and must have the appropriate permissions and privileges. The MSA account must also be added to the local Administrators group on each server where Avaya Workforce Engagement components are installed1 References: 1: Avaya Workforce Engagement Support - Installation Guide, page 18-192 4.In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), which statement is true? A. When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferences with a supervisor, the call with the customer and the conference with the supervisor will be recorded, while the internal consult will not be recorded. B. When there is an incoming call that is put on hold, only the customer side will be recorded. C. An internal call will not be recorded. D. When there is an outgoing call that is put on hold for a consult with a supervisor, and then conferenced with a supervisor, everything will be recorded. Answer: A Explanation: In a scenario with Avaya Contact Recorder Advanced (ACRA) using station-side recording (TDM), this 3 / 6

4. statement is true because of how ACRA handles call segments and conferences. A call segment is a part of a call that has a single source and destination. A conference is a call that has more than two parties involved. ACRA records each call segment separately and assigns them a unique ID. ACRA also records conferences as separate call segments with their own IDs. ACRA does not record internal calls between extensions unless they are explicitly configured to do so. Therefore, when there is an outgoing call that is put on hold for a consult with a supervisor, and then conferences with a supervisor,ACRA will record three call segments: one for the outgoing call with the customer, one for the internal consult with the supervisor, and one for the conference with both parties. However,ACRA will not archive the internal consult segment because it is aninternal call that is not configured to be recorded. ACRA will only archive the outgoing call segment and the conference segment, which can be searched and replayed using the Avaya Contact Recorder interface or other applications5 References: 5: Avaya Workforce Engagement Support - Contact Recording Technical Reference Guide, page 16-186 5.The Screen Capture module is installed on an employee desktop. To communicate with the recorder to track employee logging/logoff, which manages the Screen Capture program? A. Screen capture B. Capture service C. Desktop resource D. EIM Answer: B Explanation: The Capture service is a component that is installed on an employee desktop along with the Screen Capture module. The Capture service communicates with the recorder to track employee logging/logoff, as well as to start and stop the Screen Capture module according to the recording rules. The Capture service also sends the screen capture files to the recorder for archiving1 References: 1: Avaya Workforce Engagement Support - Installation Guide, page 312 6.Which account is used by the Avaya Workforce Engagement system to run the reporting service? A. Local System B. MSA C. SA D. DMSA Answer: B Explanation: The reporting service is a component of the Avaya Workforce Engagement system that provides access to historical data and reports for various modules, such as QM, WFM, and Analytics. The reporting service runs under a Managed Service Account (MSA), which is a special type of domain account that is automatically managed by Windows. The MSA account is created during the installation of the reporting service and has the format <domain name>\<server name>$. References: Avaya Workforce Engagement Installation Guide, page 421 Avaya Workforce Engagement Reporting Service Installation Guide, page 8 4 / 6

5. 7.On a new computer, you are trying to log into the Enterprise Manager for the Application Server. Enterprise Manager is accessible from your Old PC. On the new computer, when you navigate to http://*frameworkserver*wfo, Internet Explorer closes with no error. What is causing this problem? A. You so not have network connectivity to the Application Server. B. You are using the wrong URL. C. You have the pop-up blocker turned on. D. You are using Internet explorer 11. Answer: D Explanation: According to the Avaya Workforce Optimization Select Installation Guide, one of the possible causes for Internet Explorer closing with no error when trying to log into the Enterprise Manager for the Application Server is that the browser version is Internet Explorer 11. Internet Explorer 11 is not supported by Avaya Workforce Engagement, and it may cause compatibility issues or unexpected behaviors. The supported browsers for Avaya Workforce Engagement are Internet Explorer 10, Google Chrome, Mozilla Firefox, and Microsoft Edge. References: Avaya Workforce Optimization Select Installation Guide 8.Where can an Avaya Workforce Engagement administrator see all user changes in its administrative pages? A. The alarm status B. The user log C. The Audit viewer D. The installer log Answer: C Explanation: The Audit Viewer is where an Avaya Workforce Engagement administrator can see all user changes in its administrative pages. The Audit Viewer is a tool that records and displays all the actions performed by users in the system, such as logging in, changing settings, creating schedules, and so on2. The Audit Viewer can help administrators monitor user activity, troubleshoot issues, and ensure compliance2. 9.When administering users for Avaya Workforce Engagement, what is the first step in the user management workflow? A. Create organizations and groups B. Create roles C. Create user profiles D. Assign users to role and scope Answer: A Explanation: The first step in the user management workflow for Avaya Workforce Engagement is to create organizations and groups. Organizations and groups are logical entities that represent the structure of the business or contact center. Organizations and groups can be used to define the scope of access and permissions for users, roles, and recording rules. Organizations and groups can be created manually or 5 / 6

6. imported from a CSV file or an LDAP server5 References: 5: Avaya Workforce Engagement Support - User Management Guide, page 9-106 10.Which two statements are true about Disk Manager tasks for Avaya Contact recorder advanced (ACRA)(choose two) A. It removes all the data associated with a recording file when necessary. B. It monitors the call buffer to ensure that there is enough free space to. C. It deletes the oldest recordings from the drive to make free space for the new recordings D. It is used to define and configure disk partitions used for storing. Answer: A C Explanation: The Disk Manager is a component of the Avaya Contact Recorder Advanced that manages the storage of recording files on disk partitions. It performs two main tasks: It removes all the data associated with a recording file when necessary, such as when the retention period expires, when the file is deleted manually, or when the file is corrupted or inaccessible. It monitors the disk space usage and deletes the oldest recordings from the drive to make free space for the new recordings, according to the configured thresholds and policies. 11.Which statement about archive database Service role Configuration is true? A. You can add multiple archive database targets B. You can change database targets in Enterprise Manager C. You can create database targets in Recorder Manager D. You can change database targets in Recorder Manager Answer: A Explanation: Archive database Service role Configuration is a feature of Avaya Workforce Engagement that allows customers to configure one or more archive database targets for storing call recordings. Customers can use Enterprise Manager to add, edit, or delete archive database targets, as well as specify the retention period and the purge schedule for each target. Customers can also use Recorder Manager to view the status of the archive database targets and the archive jobs. References: Avaya Workforce Engagement Enterprise Manager User Guide, page 635 Avaya Workforce Engagement Recorder Manager User Guide, page 276 6 / 6