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amazon_connect_flashcards

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1
Q

Term

A

Definition

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2
Q

Data Dip

A

When you retrieve information about a contact.

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3
Q

CTR (Contact Trace Record)

A

Allows you to review recordings or metrics about a contact.

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4
Q

Data Centers

A

Server farms.

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5
Q

Contact Centers

A

Call centers.

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6
Q

Amazon Connect

A

Omni-channel cloud contact center service that helps companies provide superior customer service at lower cost. It allows for incredible customer experiences because we can customize them to fit business needs. This power derives from numerous integrations with services.

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7
Q

Omni-Channel Contact Center

A

Contact center that allows access to consolidated data, and allows agents and customers to easily switch between channels.

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8
Q

Voice Channel

A

Traditional inbound or outbound voice communications.

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9
Q

Chat Channel

A

Proactive or reactive chat sessions through a web site or mobile app.

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10
Q

Tasks

A

Allow agents to create and complete tasks in an automated process. Can be created via create task block, CRM applications, or manually from CCP by agents.

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11
Q

CCP (Contact Control Panel)

A

A customizable interface that allows agents to easily engage with contacts across multiple channels. Agents can use the URL for CCP to directly login to CCP.

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12
Q

Routing Profile

A

Links a collection of queues to an agent and determines the types of contacts that an agent receives and the routing priority.

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13
Q

Queue

A

Waiting area that holds contacts to be answered by agents.

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14
Q

Prompts

A

Audio files played in call flows.

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15
Q

Contact

A

Interaction with a customer in your contact center. It can be of type voice, chat, or task.

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16
Q

Quick Connects

A

A list of destinations for common transfers. Can be external numbers, agents, or queues. Configured on the queue.

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17
Q

Agent

A

Employee or customer service representative taking calls.

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18
Q

IVR (Interactive Voice Response)

A

Allows callers to interact with your contact center using spoken or keypad inputs. It provides a self-serve interface that allows contacts to perform functionalities and also route to an agent that is able to assist them.

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19
Q

Customer Profiles

A

Provides a single view for all the information agents need during customer interactions. Can integrate with external CRMs or use Amazon Connect’s out of the box solution. Includes: purchase history, case info, contact info, contact history, and customer insights.

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20
Q

Customer Profiles Domain

A

A container for all data, such as customer profiles, object types, profile keys, and encryption keys. Created when you create customer profile.

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21
Q

Contact Lens

A

Allows you to analyze conversations between customers and agents. It implements speech transcription, intelligent search capabilities, sentiment analysis, detects issues, and categorizes contacts.

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22
Q

Contact Lens - Two Types of Analytics

A

Post-call and real-time analytics.

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23
Q

Contact Lens Use Cases

A

Generate alerts on real-time customer sentiment during calls, aggregate and report on reoccurring issues and topics, customize agent compliance standards and recommend training where required.

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24
Q

Outbound Campaigns

A

Help you proactively communicate across voice, text, and email to serve your customers. They improve agent productivity while supporting compliance with local regulations.

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25
Wisdom
Helps deliver agents the information they need, reducing the time spent searching for answers.
26
DID Numbers (Direct Dial In)
A local phone number that customers can call from within a specific geographic area. Used to provide customers with a local number they are familiar with. Charges for phone call are paid by the customer.
27
TFN Numbers (Toll Free Numbers)
A number that starts with a toll-free area code. The charges for phone call are free for customers anywhere in the country and are paid for by the organization.
28
Chat Configurations - Key Limitations
You cannot receive calls while on chat, including from other agents. Customers and agents cannot send attachments through chat interface. Only one channel is routed at a time.
29
Async Chat
Customer can leave the chat and resume later. Total duration of contact flow cannot exceed 25 hours. Lex has a default session timeout duration of five minutes, this timeout can be increased up to 24 hrs.
30
Chat Configurations Needed
Update security profiles to allow the chat test mode. Update routing profile to permit chat channel.
31
Async Chat Implementation
Configure disconnect flow where we can add 'wait' blocks to allow customer to return. Customer is transferred to disconnect flow when agent terminates chat, implemented in flow by 'set disconnect flow' block in chat contact flow.
32
Cases
Help record the customer's issue, the steps taken to resolve the customer's issue, and the outcome. Track and manage customer issues that may require multiple contacts, follow-up tasks, or cross-team collaboration.
33
Case Templates
Forms used to create cases that ensure agents collect and reference the right information for different types of customer issues. Can have custom case fields or system case fields.
34
Case Details
All case details live in a case record (issue summary, customer info, status, timestamps, interaction history) so agents work from a single view.
35
Case Creation Methods
Created manually in the Agent Workspace, automatically by flows/Lambda, or via API.
36
Case SLA Rules
Admins can set SLA rules (e.g., resolution targets, escalation triggers) that appear in real time to agents and supervisors.
37
Amazon Connect Competitors
Centene and Genesys.
38
Contact Flows
Allow you to define the customer experience within the contact center from start to finish. Only certain blocks will be available to certain types of contact flows.
39
Contact Flow - Default Flows
There are default flows that are used by default if flow does not specify an explicit flow. For example, if you do not set a customer queue flow before a 'transfer to queue' block then you will hear the default customer queue flow.
40
Contact Flow Type - Contact Flow
Generic inbound flow. Note that it says 'inbound flow' is generic type in blog but the generic type is named 'contact flow'.
41
Contact Flow Type - Whisper Flow
The experience when the agent and customer are being connected. One-sided interaction that plays immediately before customer and agent hear each other for phone call or see each other's messages for chat. There is 'set whisper flow' block for customer and agent whisper flows, but outbound whisper flow is set in queue configuration.
42
Contact Flow Type - Customer Queue Flow
The experience when customer is in queue.
43
Contact Flow Type - Hold Flow
Invoked when an agent puts a customer on hold. One-sided interaction that plays immediately after agent presses hold on CCP and ends immediately after agent presses resume on CCP.
44
Contact Flow Type - Transfer Flow
Implemented with quick connects to transfer customers to agents or queues. Includes transfer to agent flow and transfer to queue flow.
45
Contact Attributes
Key-value pairs that contain data about a contact. They allow you to pass data between Amazon Connect and other services.
46
Creating Custom Attributes
Use 'set contact attribute' block to create. Get data with 'check contact attribute' block.
47
SSML (Speech Synthesis Markup Language)
Allows greater control on how Polly interprets text. Uses tags like HTML.
48
Lambda in Amazon Connect - Setup
Import lambda functions to Connect instance via settings under contact flows tab.
49
Lambda in Contact Flow
Implement lambdas in contact flow via 'invoke aws lambda function' block.
50
Lambda Return Data
Return data back in lambda's response, and that data is available via attributes. Type is External and Attribute is the name of the property returned.
51
Lambda Layers
Reusable packages/dependencies stored separately from Lambda code for reusability and performance.
52
Integrating Lex with Connect - Step 1
Import chatbot to Connect instance via settings under contact flows tab.
53
Integrating Lex with Connect - Step 2
Create chatbot inside Lex, that may implement Lambda if needed.
54
Integrating Lex with Connect - Step 3
Create contact flow and implement via 'Get customer input' block in contact flow. If Lex cannot handle the client's requests, then there can be a fallback intent that transfers client to agent.
55
Integrating Lex with Connect - Step 4
Configure queue routing profile for chat.
56
Outbound Campaigns - Advanced
Lets you proactively reach customers over voice, SMS, or email from inside Connect. Uses Customer Profiles data for highly targeted segments and personalized content.
57
Outbound Campaigns - Campaign Builder
Handles list import, communication schedule, time-zone rules, caller-ID, pacing, and opt-out management.
58
Outbound Campaigns - Analytics
Built-in analytics show contact/connection rates, agent utilization, and Do-Not-Call compliance metrics.
59
Amazon Pinpoint
AWS service for multichannel marketing and transactional communications (SMS, email, push, voice) that scales to millions of messages.
60
Amazon Pinpoint in Connect
Most often used to send outbound SMS from contact flows or Lambda functions—great for confirmation texts, two-factor codes, follow-ups, or high-volume campaign messages.
61
Amazon Pinpoint Features
Supports message templates, dynamic personalization, segmentation, A/B tests, and detailed engagement analytics. Works alongside Connect Outbound Campaigns when you need richer campaign workflows or cross-channel orchestration.
Amazon Connect
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