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| Section | Objectives |
|---|---|
| Reporting and Performance Monitoring | - Historical reporting - Real-time monitoring
|
| Troubleshooting and Maintenance | - Common contact center issues
|
| Contact Center Architecture Fundamentals | - Nortel Contact Center Components Overview
|
| Call Routing and Queue Management | - Load balancing and overflow strategies - Skill-based routing
|
| Contact Center Configuration | - System setup and provisioning
|
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