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Exam Information
Official specifications published by Avaya
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33160T Exam Topics and Domains
33160T is organized into 5 weighted domains. Expect to work with Enterprise Manager, Avaya Contact Recorder, Archive functionality, Avaya Workforce Engagement Framework, and more.
Architecture and System Design
Avaya Workforce Engagement System Architecture
- Identify and describe the components of Avaya Workforce Engagement system architecture
- Understand integration requirements with existing telephony infrastructure
- Select appropriate hardware configurations for Workforce Engagement deployments
Quality Management Architecture
- Describe the quality management architecture and workflows
- Configure quality monitoring and evaluation processes
Installation and Configuration
System Installation
- Install Avaya Workforce Engagement Framework following best practices
- Configure licensing properly using License Registration Keys
- Implement security measures during installation to protect data
System Configuration
- Configure telephony integration with Avaya Workforce Engagement Framework
- Set up user accounts and permissions using role-based access control
- Configure system parameters for optimal performance
Administration and Maintenance
System Administration
- Administer user accounts and group hierarchies
- Manage recording policies and archival processes
- Generate and interpret Employee Archive Reports
System Maintenance
- Perform routine system maintenance tasks
- Apply software updates and patches properly
- Maintain system health and performance
Monitoring and Performance Management
Real-Time Monitoring
- Monitor real-time system performance using analytics and dashboards
- Analyze system logs for troubleshooting
- Use performance monitoring tools to identify issues
Quality Assurance Monitoring
- Monitor quality metrics and agent performance
- Use analytics to improve service quality
Troubleshooting and Problem Resolution
Common Issues and Resolution
- Troubleshoot common portal access issues
- Resolve recording and storage problems
- Diagnose telephony integration issues
Advanced Troubleshooting
- Diagnose and resolve performance issues
- Troubleshoot complex integration problems
- Use systematic troubleshooting methodologies
How do I earn this certification?
Passing 33160T earns the Avaya Workforce Engagement Technical Associate Support certification. It sits in the Services - Workforce Engagement track.
- Avaya Experience Platform Certifications Complement with broader AXP knowledge for unified customer experience solutions
- Avaya Aura Certifications Expand into UC and telephony infrastructure that integrates with Workforce Engagement
- Contact Center Industry Certifications Broaden contact center expertise beyond Avaya-specific solutions
Practice with Precision
The PlanetCert Simulator mirrors the real exam environment with authentic questions and timed pressure.
How to study for this exam?
Use the official PlanetCert Practice Test alongside the study plan below to prepare efficiently for 33160T.
What's changed on this exam?
- ACTIVE
- Last content update: 2025-03-03
- Announcement date: 2025-02-12
- Avaya Workforce Engagement 15.2.2+ Current exam version covers 15.2.2 and later releases • Release date: 2024-Q2
- Avaya Experience Platform Integration 10.x Understanding AXP integration is increasingly important for exam • Release date: 2024-Q1
Who should take this exam?
This exam is typically taken by Avaya Partners providing implementation services and Customer technical staff supporting Workforce Engagement.
- Experience with Avaya Workforce Engagement products
- Understanding of contact center operations
- Familiarity with telephony systems and CTI integration
- Basic networking knowledge
- Windows Server administration experience
- Completion of Avaya Workforce Engagement training courses