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Huawei H21-287_V1.0 Exam Syllabus Topics:
| Section | Objectives |
|---|---|
| Operation, Maintenance and Optimization | - Performance optimization principles - System monitoring and troubleshooting |
| AI Contact Center (AICC) Solution Overview | - Core value and industry scenarios - AICC architecture and components |
| Presales Service Process | - Solution positioning and design - Customer requirement analysis |
| AICC Solution Design and Deployment | - Integration with enterprise systems - System deployment architecture |
Huawei HCSP-Presales-Service(AICC) V1.0 Sample Questions:
The Erlang B formula is used specifically for calculating the number of trunk lines required based on offered traffic and a target Grade of Service, not the number of agents.
- A. True
- B. False
Correct Answer: A 🗳️
The "Average Handle Time (AHT)" metric is composed of which three elements?
- A. Talk Time + Hold Time + After-Call Work Time
- B. Answer Time + Consultation Time + Disposition Time
- C. Ring Time + Talk Time + Transfer Time
- D. Queue Time + Talk Time + Wrap-up Time
Correct Answer: A 🗳️
What is the main advantage of using an "active-active" disaster recovery configuration over an "active- passive" one?
- A. Active-active is simpler to configure and maintain.
- B. Active-active does not require data replication.
- C. Active-active utilizes all resources during normal operation, providing better cost efficiency and load distribution.
- D. Active-active guarantees zero data loss.
Correct Answer: C 🗳️
When sizing the storage for an AICC deployment, the formula (Number of Recorded Channels) * (Hours per Day) * (Bits per Second) * (3600 seconds) / (8 bits/byte) is used to calculate what?
- A. Daily network bandwidth consumption.
- B. The CPU utilization of the media servers.
- C. The number of concurrent agents supported.
- D. Daily storage consumption for call recordings in bytes.
Correct Answer: D 🗳️
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. Number of calls per agent
- B. Average Handle Time (AHT)
- C. Agent occupancy rate
- D. Customer Satisfaction (CSAT) score
Correct Answer: D 🗳️
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