Amazon Connect | Skills-based Routing Flashcards
Can Amazon Connect Contact flows dynamically adapt based on user input, end-customer history or other data or business intelligence?
Skills-based Routing
Amazon Connect | Customer Engagement
Yes. Using AWS Lambda you have the flexibility to run code for virtually any type of application or backend service to make “data dips” into your existing systems and adjust the customer experience in real time.
Does Amazon Connect support skills-based routing?
Skills-based Routing
Amazon Connect | Customer Engagement
Yes. Contacts can be routed based on agent skills, availability, and the priority of the contact.
How are required skills associated with a contact in Amazon Connect?
Skills-based Routing
Amazon Connect | Customer Engagement
A contact is put into a queue which represents which skills are required to service it.
How does Amazon Connect determine which agents can handle a specific contact?
Skills-based Routing
Amazon Connect | Customer Engagement
Agents are assigned to a Routing profile which includes the queues they have the skills to service.
Can a Routing profile contain multiple queues?
Skills-based Routing
Amazon Connect | Customer Engagement
Yes. You can assign multiple queues to a Routing profile, so agents with multiple skills can service contacts with different requirements.
Can a single queue be assigned to multiple Routing profiles?
Skills-based Routing
Amazon Connect | Customer Engagement
Yes. Queues can be assigned to multiple Routing profiles when there are agents with multiple overlapping skill sets.
Can some queues in a Routing profile be prioritized over other queues?
Skills-based Routing
Amazon Connect | Customer Engagement
Yes. You can configure a Routing profile so certain agents prioritize handling contacts from a specific queue, but can also handle contacts from queues if they don’t have any high priority queues to service. This enlarges the pool of agents, and also ensures that the higher priority queues are serviced.
If two agents are available and have the same skill set, how does Amazon Connect determine which agent to send a contact to?
Skills-based Routing
Amazon Connect | Customer Engagement
The agent who has been available the longest receives the contact.
Can I adjust the priority of contacts in queue?
Skills-based Routing
Amazon Connect | Customer Engagement
Yes. You can adjust priority of contacts in the queue using the Set routing priority block in an Amazon Connect Contact flow.
Can an agent be assigned multiple Routing profiles?
Skills-based Routing
Amazon Connect | Customer Engagement
No, agents can only be assigned to a single Routing profile.
Can I control which contact an agent gets when a queue is assigned to multiple routing profiles?
Skills-based Routing
Amazon Connect | Customer Engagement
There are multiple options within routing profiles (e.g., Priority, Delay) to fine-tune the logic that determines which contact an agent will get.
