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Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:

1. Which network topology is most suitable for connecting multiple regional contact centers to a central AICC infrastructure?

A) A mesh topology where every site is connected to every other site.
B) A ring topology where each site is connected to two others.
C) A bus topology where all sites are connected in a line.
D) A star topology with the central site as the hub.

2. What is the primary risk of setting an overly aggressive "dialing ratio" in a predictive outbound campaign?

A) Lower connection rates.
B) A high number of abandoned calls, leading to compliance issues and customer dissatisfaction.
C) Decreased call quality.
D) Increased agent idle time.

3. Which factor has the greatest impact on the accuracy of a speech recognition (ASR) engine in the IVR?

A) The time of day.
B) The quality and clarity of the audio signal and the use of a well-tuned language model.
C) The brand of the media server.
D) The volume of the caller's voice.

4. Which AICC reporting capability would be used to track the path of a customer interaction that started as a web chat, was escalated to a voice call, and then followed up by an email?

A) The real-time wallboard.
B) A separate report for each channel.
C) An Omni-channel Interaction Journey Report
D) The agent performance report.

5. Which AICC feature allows a supervisor to "whisper" to an agent during a live call (provide coaching that the customer cannot hear)?

A) Call Coaching (Whisper)
B) Call Recording
C) Call Barging
D) Silent Monitoring

Solutions: