queue_position_fix_flashcards

Question 1

GetContactMetrics API

Answer 1

AWS Connect API that returns real time metrics per contact including POSITION_IN_QUEUE and ESTIMATED_WAIT_TIME using the caller’s ContactId

Question 2

POSITION_IN_QUEUE

Answer 2

Metric returned by GetContactMetrics giving the caller’s actual position in queue at that moment

Question 3

ESTIMATED_WAIT_TIME

Answer 3

Metric returned by GetContactMetrics giving predicted wait time in seconds based on handle time history

Question 4

Why not use ContactsInQueue for position

Answer 4

ContactsInQueue returns total queue size not the individual caller’s position. Every caller would hear the same number

Question 5

MessageParticipantIteratively

Answer 5

Connect block that plays a message on a loop and fires MessagesInterrupted on a set interval to trigger recalculation logic

Question 6

MessagesInterrupted

Answer 6

Condition on MessageParticipantIteratively that fires when the interrupt frequency timer hits. Used to trigger the recalculation path in a queue loop

Question 7

Why the recalculation path must reinvoke Lambda

Answer 7

Connect does not re-evaluate contact attributes automatically. If you don’t call the Lambda again on each loop the caller hears stale values every time

Question 8

EndFlowExecution in a customer queue flow

Answer 8

Ends the current flow module and returns control to the queue. Used at the end of the recalculation path to loop back to the hold music and announcement

Question 9

GetMetricData block

Answer 9

Connect block that pulls real time queue metrics like queue size and oldest contact age. Runs before the Lambda in the recalculation path to refresh queue-level attributes

Question 10

Why remove input parameters from Lambda invocation

Answer 10

The new GetContactMetrics Lambda pulls ContactId and InstanceARN directly from ContactData. Passing old parameters like ContactsInQueue is unnecessary and can cause confusion or errors

Question 11

boto3-latest Lambda layer

Answer 11

Required when using newer boto3 API calls like get_contact_metrics. The bundled Lambda runtime boto3 version does not include newer APIs

Question 12

InstanceARN vs InstanceId in Connect Lambda

Answer 12

Connect passes the full InstanceARN in ContactData. You must split on forward slash to extract the InstanceId before passing to boto3 API calls

Question 13

Flat string map Lambda response

Answer 13

Connect requires Lambda to return a flat key-value dict with string values. Nested objects are not accessible via $.External in the flow

Question 14

$.External in Connect flow

Answer 14

Namespace for accessing Lambda return values in Set Attributes or Compare blocks after an Invoke Lambda block

Question 15

ContactData in Lambda event

Answer 15

Contains ContactId

Question 16

Why SSML does not resolve contact attributes

Answer 16

Connect does not interpolate $.Attributes values inside SSML tags. Use plain Text message type to dynamically read contact attributes like customerPosition and waitTime

Question 17

AccountName check in queue loop

Answer 17

Used to route different accounts down different recalculation paths. Accounts not matching any condition fall through to the default path

Question 18

IAM inline policy for Lambda

Answer 18

Scope connect:GetContactMetrics to the specific instance ARN. Do not use wildcard resource for Connect IAM permissions

Question 19

Execution role vs inline policy

Answer 19

Execution role is the Lambda’s identity. Inline policy is attached directly to that role granting specific permissions like calling Connect APIs

Question 20

Environment-specific Lambda naming

Answer 20

Each environment gets its own Lambda with env suffix (dev

Question 21

How to safely test a prod flow in sandbox

Answer 21

Export the prod flow JSON and do a string replace on all ARNs swapping instance IDs