Last Updated: Aug 18, 2026
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| Section | Objectives |
|---|---|
| Routing and Call Flow Management | - Skill-based and intelligent routing concepts - Call routing strategies and policies |
| Contact Center Architecture | - Core components and system design - Network integration for contact center systems |
| System Administration and Maintenance | - User and agent management - Monitoring and troubleshooting contact center systems |
| Reporting and Performance Management | - Performance analysis and optimization - Call center reporting tools and metrics |
| Interactive Voice Response (IVR) | - Menu design and customer interaction flows - IVR configuration and call handling |
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