33160X Avaya Workforce Engagement Support Certified Exam Questions and Answers

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

According to the Customer Guide to Avaya DMCC-MR Integrations1, the following statements about Multiple Registration are true:

• It provides the same benefits of Avaya Delivery Dedicated Integration Service Observe. This means that it supports recording of both inbound and outbound calls, as well as internal calls between agents. It also supports recording of transferred and conference calls, as well as call hold and resume events.
• Each recording target requires a dedicated softphone. This means that each agent extension must have a corresponding softphone extension that is registered on the Avaya AES server and used for recording purposes. The softphone extension must be configured with the same call appearance and bridged appearance settings as the agent extension.
• It allows a dual recording solution. This means that it supports recording of both voice and screen activity of the agents using the Avaya DMCC-MR integration. The voice recording is done by the inContact WFO Call Recording application, while the screen recording is done by the inContact WFO Screen Recording application.

References: 1: Customer Guide to Avaya DMCC-MR Integrations.

According to the Avaya Contact Recorder Installation Guide, the first step to properly setting up the voice recording in an ACRA environment is to create a phone Data Source. A phone Data Source defines the type of phone system that is being recorded, such as Avaya Aura Communication Manager, Avaya IP Office, or Avaya Communication Server 1000. A phone Data Source also specifies the connection details and recording parameters for the phone system. References: [Avaya Contact Recorder Installation Guide]

According to the Avaya Workforce Engagement Support Installation Guide, to enable Trusted License for Avaya Contact Recorder Advanced (ACRA), the feature Enable Named Employees Unit of Measure must be checked under License Management in Framework. This feature allows the system to use the number of named employees as the unit of measure for licensing, instead of the number of concurrent users. The other features, such as ACRA, Back Office - Item Tracking, Avaya, and AWFO, are not related to Trusted License. References: Avaya Workforce Engagement Support Installation Guide, page 41.

According to the Avaya Workforce Optimization Select Administration Guide, the following are some of the maintenance tasks that should be completed on a daily or weekly basis:

• B. Check active alarms. The administrator should monitor the health status of the servers and services in the Avaya Workforce Engagement system and check for any active alarms that indicate critical or major issues. The administrator can use Enterprise Manager to view the alarms and their details, such as severity, description, time, and resolution steps. The administrator should resolve the alarms as soon as possible to avoid any impact on the system performance or functionality.
• C. Confirm Services are running. The administrator should verify that all the services and components that are required for the Avaya Workforce Engagement system are running properly on each server. The administrator can use Enterprise Manager to view the status of each service and component, such as online, offline, orerror. The administrator should restart any service or component that is not running or has an error status.
• D. Perform Database backups. The administrator should perform regular backups of the databases that store the configuration and data for the Avaya Workforce Engagement system, such as the Framework database, the Recorder database, and the Quality Management database. The administrator can use Enterprise Manager to schedule and manage the database backups, as well as restore them in case of a disaster recovery scenario.

The statements A and E are incorrect because:

• A. Consider loading trends. This is not a maintenance task that should be completed on a daily or weekly basis, but rather a planning task that should be done before installing or scaling the Avaya Workforce Engagement system. The administrator should consider the loading trends of the contact center, such as the number of agents, channels, interactions, evaluations, etc., and determine the optimal deployment level and server configuration for the system.
• E. Check data fragmentation. This is not a maintenance task that should be completed on a daily or weekly basis, but rather an optimization task that should be done periodically or when needed. The administrator should check the data fragmentation of the databases that store the configuration and data for the Avaya Workforce Engagement system, such as the Framework database, the Recorder database, and the Quality Management database. Data fragmentation occurs when data is stored in non-contiguous blocks on the disk, which can affect the performance and efficiency of the database operations. The administrator can use Enterprise Manager to analyze and defragment the databases to improve their performance. References: Avaya Workforce Optimization Select Administration Guide

According to the Avaya Contact Recorder Configuration and Administration Guide, a condition is a recording rule criteria that defines a logical expression that must be met for a call to be recorded. A condition can consist of one or more attributes that are compared with values using operators such as equals, not equals, greater than, less than, etc. A condition can also use logical operators such as AND, OR, NOT to combine multiple attributes. For example, a condition can be Supervisor = Supervisor1 OR Supervisor = Supervisor2 AND Hold Count > 3 AND Call Duration > 1200. This condition means that a call will be recorded if the supervisor is either Supervisor1 or Supervisor2 and if the call is placed on hold more than three times and if the entire call is longer than 20 minutes (1,200 seconds). References: Avaya Contact Recorder Configuration and Administration Guide

Enterprise Manager (EM) is a browser-based interface that provides centralized administration and management of the Avaya Workforce Engagement suite. It allows application-level functionality configuration, such as recording rules, quality monitoring forms, and coaching assignments. It also eliminates duplicate configuration and shares data across applications, such as users, groups, and schedules. User access is not through the system Management desktop applications, but through the web browser. EM also provides system-level configuration and monitoring, such as license management, backup and restore, and system health. References:

• Avaya Workforce Optimization
• Avaya Workforce Engagement Installation Guide

The Archive Database server role provides all access to the Archive Database. The Archive Database is a SQL Server database that stores the metadata of the recordings, such as call details, agent information, quality scores, and encryption keys. The Archive Database server role must be assigned to a server that has SQL Server installed and configured. The Archive Database server role can be assigned to a standalone server or to a server that also has other roles, such as Central Archive or Quality Monitoring3 References: 3: Avaya Workforce Engagement Support - Archive Configuration Guide, page 8-94

Agent Initiated Monitoring (AIM) enables agents to register their Agent ID with the recording system and have their phone or workspace associated with recordings. Using AIM, agents can start and stop recording calls “on the fly.” They can also use AIM to annotate a recording that they start or one that they block from being recorded. The start monitoring command initiates a recording of the current call, while the pause monitoring command temporarily stops the recording of the current call1.

The \logs\centralApp\Summary log covers the Central Application Database server installation in Avaya Workforce Engagement. The Central Application Database server is a server role that hosts the Central Application Database, which stores the configuration data and user information for Avaya Workforce Engagement. The \logs\centralApp\Summary log contains information about the installation process, such as the start and end time, the installation status, the installed components, and any errors or warnings that occurred during the installation. The \logs\centralApp\Summary log can be used to troubleshoot any issues or verify the installation results3 References: 3: Avaya Workforce Engagement Support - Installation Guide, page 29-304

According to the Avaya Workforce Optimization Select Administration Guide, the first step in the administration workflow is to create Organizations and groups. Organizations and groups are logical entities that represent the structure and hierarchy of the contact center. They are used to organize users, agents, extensions, channels, and other resources in the system. The administrator can create multiple levels of Organizations and groups, and assign permissions and settings to each level. Creating Organizations and groups helps to simplify administration tasks and reporting functions. References: Avaya Workforce Optimization Select Administration Guide

The XML file that is exported from the Data Center Zone contains information about the servers role, such as recording, archiving, or playback. This file is used to import the configuration to the new Data Center Zone after the upgrade. The XML file does not include information about site servers, security settings, or enterprise settings, which are configured separately. References: Avaya Workforce Engagement Support Upgrade Guide, page 30.

Interactions is an Avaya Workforce Engagement component that can help customers evaluate an agent and increase customer satisfaction. Interactions allows customers to monitor, search, replay, and evaluate voice and screen recordings of agent interactions with customers. Customers can use Interactions to assess the quality of service, identify best practices, provide feedback, and coach agents to improve their performance and customer satisfaction. References:

• Avaya Workforce Engagement Administration Guide, page 233
• Avaya Workforce Engagement Interactions User Guide, page 94

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 differentchannels 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 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.

License activation requires Enterprise Manager access to the internet because it needs to communicate with the Avaya License Server to validate the license authorization code (LAC) and generate the license registration key (LRK). The LRK is generated before the Enterprise Suite is installed and it is used to activate the framework license during the installation process. The license reference number is not generated when the customer order is placed, but it is provided by Avaya after the order is processed. The license registration key is not generated during installation, but it is entered by the installer to activate the license. References:

• Selecting entitlements to activate - Avaya
• Avaya Engagement Platform

According to the Avaya Workforce Optimization Select Migration Guide, the side-by-side approach is a migration method that involves installing a new Avaya Workforce Engagement system on a separate set of servers, and then transferring the data and configurationfrom the existing AWFO system to the new system. Some of the factors that led to this recommendation are:

• B. It will support rollback by reverting to the 15.1 Data Center. The side-by-side approach allows the customer to keep their existing AWFO system intact and operational until they are ready to switch to the new Avaya Workforce Engagement system. This means that if there are any issues or problems with the new system, the customer can easily revert to the 15.1 Data Center by changing the DNS settings and restoring the database backups.
• C. It will minimize upgrade downtime risks. The side-by-side approach reduces the downtime risks associated with upgrading the system, as the customer can perform most of the migration steps in parallel with their normal operations. The customer can also schedule the final cutover to the new system at a convenient time, and avoid any disruption to their service levels or customer experience.

The statements A and D are incorrect because:

• A. It is suitable for small systems only. This is not true, as the side-by-side approach can be used for any size of system, depending on the customer’s preference and resources. The side-by-side approach may require more hardware and software licenses than the in-place approach, but it also offers more flexibility and reliability for the migration process.
• D. The data on the source DC servers are reformatted with Windows Server 2016, and installed with R20.X. This is not true, as this describes the in-place approach, not the side-by-side approach. The in-place approach is a migration method that involves upgrading the existing AWFO system on the same set of servers, and then applying the R20.X installation on top of it. The in-place approach requires reformatting the source DC servers with Windows Server 2016, which can result in data loss or corruption if not done properly. References: Avaya Workforce Optimization Select Migration Guide

According to the Avaya Contact Recorder Administration Guide, the Capture Status tool is a web-based application that provides information related to the configuration of Avaya Contact Recorder Advanced (ACRA), such as adapters, data sources, recording rules, and real time monitors. The Capture Status tool can be used for troubleshooting andmonitoring the recording system. The tool can display the status of each component, such as online, offline, or error. The tool can also show the details of each component, such as name, type, IP address, port, version, and configuration. The tool can also provide logs and statistics for each component, such as number of calls recorded, number of errors encountered, and number of active channels. References: Avaya Contact Recorder Administration Guide