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[General] H21-287_V1.0 Test Quiz | H21-287_V1.0 Valid Test Syllabus

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【General】 H21-287_V1.0 Test Quiz | H21-287_V1.0 Valid Test Syllabus

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Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions (Q37-Q42):NEW QUESTION # 37
In AICC, what is the "customer journey"?
  • A. The training process for new agents.
  • B. The path a customer takes through the IVR menu during a single call.
  • C. The route taken by a call through the network.
  • D. The complete sequence of touchpoints a customer has with the contact center across all channels over time.
Answer: D

NEW QUESTION # 38
In the context of AICC, what does "ACD" stand for?
  • A. Audio Codec Device
  • B. Automatic Call Distributor
  • C. Agent Call Desk
  • D. Automated Call Director
Answer: B

NEW QUESTION # 39
In a contact center using AICC, which metric, when correlated with First Call Resolution (FCR), provides the strongest indicator of long-term customer satisfaction?
  • A. Agent occupancy rate
  • B. Number of calls per agent
  • C. Customer Satisfaction (CSAT) score
  • D. Average Handle Time (AHT)
Answer: C

NEW QUESTION # 40
Which AICC component would be extended or integrated with to create a custom real-time dashboard showing business-specific Key Performance Indicators (KPIs)?
  • A. The network switch.
  • B. The CMS reporting database via ODBC/JDBC connections.
  • C. The IVR media server.
  • D. The agent's UAP client.
Answer: B

NEW QUESTION # 41
What is the purpose of "Dynamic Number Insertion" in an outbound campaign?
  • A. To randomly select phone numbers from a list.
  • B. To increase the dialing speed.
  • C. To display a specific callback number on the recipient's caller ID that is different from the dialing number.
  • D. To mask the agent's voice.
Answer: C

NEW QUESTION # 42
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