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

1. Which AICC reporting metric is calculated as (Number of Calls Answered Within Threshold) / (Total Calls Offered) * 100?

A) Agent Utilization
B) Average Speed of Answer
C) Service Level (%)
D) Abandonment Rate

2. 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 agent's UAP client.
B) The network switch.
C) The CMS reporting database via ODBC/JDBC connections.
D) The IVR media server.

3. A customer wants to integrate AICC with their Salesforce CRM using an API. The requirement is to screen- pop not just the contact record but also the entire case history and related knowledge base articles. Which AICC component is primarily responsible for orchestrating this complex data retrieval and presentation on the UAP?

A) The UAP itself uses a pre-configured widget or iframe to display the CRM page.
B) The ICD engine fetches the data as part of the routing logic.
C) A dedicated Integration Bus or Middleware component handles the API calls and data aggregation before sending it to the UAP.
D) The CTI server makes a direct SQL query to the CRM database.

4. In an omni-channel implementation, what is the technical challenge of maintaining a "persistent conversation state" when a customer switches from a web chat to a voice call mid-conversation?

A) The UAP automatically handles this without any additional configuration.
B) It can only be done if the voice call is placed through a special link in the chat window.
C) It is impossible to achieve without the customer providing an identifier each time.
D) It requires a shared session database that both the chat server and CTI can access with a common session ID.

5. Which AICC feature allows a supervisor to "whisper" to an agent during a live call (provide coaching that the customer cannot hear)?

A) Silent Monitoring
B) Call Barging
C) Call Recording
D) Call Coaching (Whisper)

Solutions: