33160T Practice Questions and Study Guide
Avaya 33160T Exam Specifications
- Exam Code:
- 33160T
- Exam Name:
- Avaya Workforce Engagement Support
- Provider:
- Avaya
- Time:
- 90 min
- Passing Percentage:
- 68%
- Version:
- 6.0
Question Types
- 80 Single Select
80 Questions with Answers
- PDF Printable (Q & A)
- 3 Months
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Real Exam-like Questions and Answers (80 total)
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Avaya Workforce Engagement Support (33160T) by Avaya: Syllabus Guide
For the Avaya Workforce Engagement Support certification, this track covers forecasting workload and staffing needs, designing effective shift patterns, and managing real-time intraday operations to sustain adherence and coverage. Additionally, you will learn to interpret performance analytics and KPIs, optimize routing and queue management, coach for quality improvements, administer secure system access, integrate with external data sources, and maintain compliance and audit trails across workforce operations.
Detailed Syllabus
- Forecasting demand and determining staffing requirements
- Scheduling strategies, shift design, and coverage optimization
- Real-time intraday management and adherence enforcement
- Reporting, analytics, and KPI interpretation for workforce
- Routing design, skills alignment, and queue management
- Quality assurance, coaching, and performance improvement
- System administration, access control, and data security
- Integration with external systems and data exchange
- Compliance, policies, and audit trails in workforce operations
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