Avaya 60470T Certification Exam Sample Questions and Answers

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Avaya 60470T (AXP (On-Prem +Connect) Supervisor) Sample Questions:

01. Which tools within Avaya Workspaces are used to customize Historical Reports?
(Select two)
a) Report Designer
b) Dashboard Widgets
c) Data Export Tools
d) Template Editor
 
02. What tools are available for supervisors to interact with agents directly from the monitoring screen in Avaya Workspaces?
(Select two)
a) Video call
b) Instant messaging
c) Email
d) Voice call
 
03. How can a supervisor use customization in Real-Time reports to handle sudden increases in call volume?
a) By setting alerts for when call volume exceeds a threshold
b) By modifying the report to show only off-peak hours
c) By changing the report layout to include fewer details
d) By adjusting the frequency of report updates
 
04. Which customization option in Real-Time reports is most useful for a supervisor managing multiple teams?
a) Color-coded data points
b) Filters to view specific agent groups
c) Graphs showing time-specific data
d) Export options to spreadsheets
 
05. In what scenario is Call Barging most appropriately used?
a) When an agent is meeting their performance targets
b) During routine call monitoring
c) When an agent requests help with a difficult customer
d) For all customer interactions
 
06. How can a supervisor use Avaya Workspaces to handle a high-priority call?
a) Transfer to a specialized agent
b) Pause other non-priority calls
c) Automatically end the call
d) Record the call for future training
 
07. What functionality does 'Call Barging' provide in Avaya Workspaces?
a) It allows supervisors to listen in on live calls without the agent's knowledge.
b) It permits supervisors to join a live call to assist both the agent and the customer.
c) It enables automatic call distribution based on agent availability.
d) It records calls for compliance purposes.
 
08. In what scenario is the Call Recording feature most critical in Avaya Workspaces?
a) For capturing casual conversations
b) For recording internal team meetings
c) For monitoring daily check-in calls
d) For documenting transactional calls for compliance
 
09. Which features should be considered when customizing Real-Time reports for a new marketing campaign?
(Select two)
a) Ability to track new customer interactions
b) Integration with external marketing tools
c) Real-time updates on campaign impact
d) Historical data comparison
 
10. What are the benefits of using the Call Recording feature in Avaya Workspaces from a supervisory perspective?
(Select two)
a) Compliance with legal requirements
b) Training and quality assurance
c) Automated call transcription
d) Real-time sentiment analysis

Solutions:

Question: 01

Answer: a, d

Question: 02

Answer: b, d

Question: 03

Answer: a

Question: 04

Answer: b

Question: 05

Answer: c

Question: 06

Answer: a

Question: 07

Answer: b

Question: 08

Answer: d

Question: 09

Answer: a, c

Question: 10

Answer: a, b

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