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Huawei H21-287_V1.0 Exam Syllabus Topics:

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

Question 1

In AICC reporting, what is the significant difference between "Service Level" and "Service Level Target"?

A. Service Level Target is managed by the IVR, and Service Level is managed by the ICD.
B. Service Level applies to emails, and Service Level Target applies to calls.
C. Service Level is a historical calculation, while Service Level Target is a goal set in the configuration.
D. They are identical terms.

Question 2

What is the primary function of the "RTP (Real-time Transport Protocol)" in a VoIP call within AICC?

A. To route the call to the correct agent.
B. To carry the actual audio media stream.
C. To set up and tear down the call.
D. To record the call.

Question 3

In AICC, what is the "customer journey"?

A. The training process for new agents.
B. The complete sequence of touchpoints a customer has with the contact center across all channels over time.
C. The route taken by a call through the network.
D. The path a customer takes through the IVR menu during a single call.

Question 4

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. Customer Satisfaction (CSAT) score
B. Number of calls per agent
C. Agent occupancy rate
D. Average Handle Time (AHT)

Question 5

What is the key difference between "G.711" and "G.729" audio codecs?

A. G.729 is the standard for video calls, while G.711 is for audio only.
B. G.711 provides higher audio quality but uses more bandwidth, while G.729 uses less bandwidth with slightly lower quality.
C. G.711 is used for recording, and G.729 is used for live calls.
D. There is no significant difference.

Solutions: