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

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

2. Which AICC capability is essential for supporting customers with disabilities, such as hearing impairments?

A) Silent monitoring.
B) TTY/TDD (Teletypewriter/Telecommunications Device for the Deaf) support.
C) Video call functionality.
D) High-quality audio codecs.

3. The UAP (Unified Agent Platform) can be deployed as a web-based application, allowing agents to log in from a standard browser without installing thick client software.

A) True
B) False

4. In an omni-channel routing strategy, a customer's interaction history from a previous web chat session can be used by the ICD to prioritize their current voice call.

A) True
B) False

5. For a outbound collections campaign, which dialing mode provides the best balance between compliance (avoiding harassing calls) and agent efficiency by presenting the customer information before the call is placed?

A) Predictive Dialing
B) Preview Dialing
C) Progressive Dialing
D) Power Dialing

Solutions: