best practices Flashcards
For contact flows, how should you name your attributes accross all AWS services?
use consistent attribute naming conventions
What naming convention do you use for attribute names to avoid confusion when passing and referencing variables?
camelCase
What is the standard naming convention for attribute names? (what dont you use)
dont use spaces, special characters
why do you following standard naming conventions for attribute names?
impacts downstream reporting processes
Why do you create modular contact flows?
keeps flows manageable and require fewer regression testing cycles
What kind of characters do you use when setting User Defined or External values in dynamic attribute fields?
Alphanumeric (A-Z, 0-9) and periods (no other chars allowed)
how do you handle all error branches?
Ensure they are all routed to a block that effectively handles the error or terminates the contact
When do you use a set logging behavior block?
enable/disable logging for segments of the contact flow where sensitive information is collected and cant be stored in CloudWatch
When do you use a set recording behavior block?
enable/disable recordings according to each use case
Amazon connect only records conversations with who?
agents
Amazon connect doesnt record what?
IVR interactions
What do you need to ensure are referenced correctly in contact flows?
attributes
What is JSONPath($.) format?
attributes with periods prepended to the attribute name
How do you use JSONPath format while selecting a var type from the pick list?
- save text as attribute and value: $.External.varName
- use attribute and value: varName
- use attribute and $.External.varName results in prepend period
Before transferring a call to an agent and putting a call in a queue, what blocks do you need to ensure are being used?
Checks hours of operation && check staffing
What do the blocks: Checks hours of operation && check staffing do ?
verify the call is within working hours and that agents are staffed to service
When do you need to ensure that callbacks are offered?
before and after queue transfer by using Check queue status blocks
When using Check queue status blocks what condition is required?
Queue capacity
What is queue capacity?
if number of calls are greater than x where x is number of contacts in queue
What do you need to use if queue capacity is > the expected capacity?
use Get Customer Input block to offer a callback
When you use Get Customer Input block to offer callback what does this do?
retains caller’s position in the queue and calls them back when an agent is available
What number do you use for Set Callback number block?
choose number to call the customer back in the ccp
For Set callback number block, what attributes can you use?
system and customer number
How do you use system to get number in Set custom callback number?
collect using Store Customer input block using system and stored customer input
