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| Section | Objectives |
|---|---|
| Topic 1: Administration and Maintenance | - User and role management - System monitoring and troubleshooting |
| Topic 2: System Implementation and Deployment | - Installation and configuration of IC/OA components - Integration with Avaya Aura ecosystem |
| Topic 3: Operational Analyst (OA) Design | - Reporting and analytics configuration - Data collection and processing mechanisms |
| Topic 4: Contact Center Operations | - Agent and queue configuration - Workflow design and routing logic |
| Topic 5: Interaction Center Fundamentals | - Architecture and components of Avaya Interaction Center - Core system capabilities and features |
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