最新のH21-287_V1.0問題集で試験を準備する

Huawei H21-287_V1.0 試験概要:

Huawei H21-287_V1.0 試験シラバストピック:

Huawei HCSP-Presales-Service(AICC) V1.0 認定 H21-287_V1.0 試験問題：

1. When configuring the AICC system for a blended contact center (agents handling both inbound and outbound calls), what feature prevents an agent from receiving an inbound call while they are already on an outbound call?

A) The network firewall.
B) The call recording system.
C) Agent State Management (e.g., setting the agent to "busy" on outbound calls).
D) The IVR menu.

2. In a multi-channel interaction, what is the "context" that needs to be preserved when switching channels?

A) The customer's identity, previous interaction history, and the current state of their issue.
B) The network IP address of the customer's device.
C) The time of day the interaction started.
D) The agent's login information.

3. What is the key difference between "synchronous" and "asynchronous" communication channels in AICC?

A) Synchronous (e.g., voice, video) requires parties to be present simultaneously; asynchronous (e.g., email, SMS) does not.
B) Synchronous channels are faster than asynchronous channels.
C) There is no significant difference.
D) Asynchronous channels are only for internal use.

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

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

5. For a predictive dialer campaign, which algorithm parameter is most crucial to optimize in order to balance agent utilization and minimize the number of abandoned calls (where a person answers but no agent is available)?

A) The average call duration.
B) The dialing ratio (number of lines dialed per available agent).
C) The call transfer time.
D) The time zone of the numbers being dialed.

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