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| Section | Objectives |
|---|---|
| Topic 1: Administration and Maintenance | - Daily Operational Tasks - Quality Monitoring Server and Database Maintenance |
| Topic 2: Quality Monitoring (QM) Fundamentals | - QM Integration with Workforce Optimization - Agent Desktop and Interaction Capture |
| Topic 3: Installation and Configuration | - Contact Recording Installation Steps - System Prerequisites and Server Setup |
| Topic 4: Contact Recording Architecture | - Recording Protocols and Network Requirements - Avaya Contact Recording System Components |
| Topic 5: Troubleshooting and Support | - Integration Error Resolution - Service and Connectivity Issues |
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