connect_design_principles_flashcards

Question 1

Term

Answer 1

Definition

Question 2

Pillar 1 - Architecture

Answer 2

Contact Flow Design Questions

Question 3

Pillar 2 - Routing

Answer 3

Routing/Queue Questions

Question 4

Pillar 3 - Integrations

Answer 4

Integration Questions (CRM, APIs, Lambda)

Question 5

Pillar 4 - Security

Answer 5

Security/HIPAA/Compliance

Question 6

Pillar 5 - Monitoring

Answer 6

Metrics/Analytics/Reporting

Question 7

Pillar 6 - Troubleshooting

Answer 7

Troubleshooting/Debugging

Question 8

Pillar 7 - Scalability

Answer 8

Scalability/Multi-Region/High Volume

Question 9

Pillar 8 - Optimization

Answer 9

Performance/AHT/Efficiency

Question 10

Baseline First Approach

Answer 10

Start with simplest working version. Customer calls → routes to queue → reaches agent. No integrations, no complexity. Test end-to-end first. THEN layer on features.

Question 11

Flow Progression - Entry

Answer 11

Call comes in, capture ANI (phone number).

Question 12

Flow Progression - Validation

Answer 12

Check hours of operation, ANI lookup.

Question 13

Flow Progression - Business Logic

Answer 13

Apply routing rules, check customer data.

Question 14

Flow Progression - Queue Routing

Answer 14

Send to right queue based on data.

Question 15

Flow Progression - Error Handling

Answer 15

What happens if something breaks?

Question 16

Contact Attributes

Answer 16

Variables that pass data through the flow. Set them in one block, use them in another. Lambda returns data → store as attribute → use in greeting. System attributes vs User-defined attributes.

Question 17

Graceful Degradation

Answer 17

If Lambda fails → route to general queue (don’t disconnect). If CRM lookup fails → agent still gets call (no screen pop). Always have a fallback path.

Question 18

Modular Design

Answer 18

Break big flows into smaller ones. Main flow calls other flows when needed. Easier to maintain and test. Example: One flow for routing, separate flows for each department.