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[General] H21-287_V1.0 Study Reference, H21-287_V1.0 Reliable Test Braindumps

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【General】 H21-287_V1.0 Study Reference, H21-287_V1.0 Reliable Test Braindumps

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Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions (Q127-Q132):NEW QUESTION # 127
In AICC, what is the "customer journey"?
  • A. The path a customer takes through the IVR menu during a single call.
  • B. The training process for new agents.
  • C. The complete sequence of touchpoints a customer has with the contact center across all channels over time.
  • D. The route taken by a call through the network.
Answer: C

NEW QUESTION # 128
For a high-volume contact center, which reporting metric, when analyzed over time, is the most critical indicator of whether the AICC solution is correctly sized for the agent workforce?
  • A. Number of interactions per day
  • B. Average Speed of Answer (ASA)
  • C. Agent Occupancy Rate
  • D. First Call Resolution (FCR)
Answer: C

NEW QUESTION # 129
Which factor is most critical when designing the user experience (UX) for the IVR self-service system?
  • A. The number of options should be minimized, and the menu structure should be logical to avoid caller frustration.
  • B. The background music should be popular songs.
  • C. The IVR should never transfer the caller to an agent.
  • D. The voice of the recorded prompts should be very friendly.
Answer: A

NEW QUESTION # 130
What is the purpose of a "keepalive" mechanism in the SIP protocol between the AICC system and a SIP trunk provider?
  • A. To synchronize the clocks between the two systems.
  • B. To transfer call control signals.
  • C. To maintain NAT traversal and detect connection failure quickly.
  • D. To ensure the audio quality remains high.
Answer: C

NEW QUESTION # 131
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 agent performance report.
  • B. A separate report for each channel.
  • C. An Omni-channel Interaction Journey Report
  • D. The real-time wallboard.
Answer: C

NEW QUESTION # 132
......
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