best practices

Question 1

For contact flows, how should you name your attributes accross all AWS services?

Answer 1

use consistent attribute naming conventions

Question 2

What naming convention do you use for attribute names to avoid confusion when passing and referencing variables?

Answer 2

camelCase

Question 3

What is the standard naming convention for attribute names? (what dont you use)

Answer 3

dont use spaces, special characters

Question 4

why do you following standard naming conventions for attribute names?

Answer 4

impacts downstream reporting processes

Question 5

Why do you create modular contact flows?

Answer 5

keeps flows manageable and require fewer regression testing cycles

Question 6

What kind of characters do you use when setting User Defined or External values in dynamic attribute fields?

Answer 6

Alphanumeric (A-Z, 0-9) and periods (no other chars allowed)

Question 7

how do you handle all error branches?

Answer 7

Ensure they are all routed to a block that effectively handles the error or terminates the contact

Question 8

When do you use a set logging behavior block?

Answer 8

enable/disable logging for segments of the contact flow where sensitive information is collected and cant be stored in CloudWatch

Question 9

When do you use a set recording behavior block?

Answer 9

enable/disable recordings according to each use case

Question 10

Amazon connect only records conversations with who?

Answer 10

agents

Question 11

Amazon connect doesnt record what?

Answer 11

IVR interactions

Question 12

What do you need to ensure are referenced correctly in contact flows?

Answer 12

attributes

Question 13

What is JSONPath($.) format?

Answer 13

attributes with periods prepended to the attribute name

Question 14

How do you use JSONPath format while selecting a var type from the pick list?

Answer 14

1. save text as attribute and value: $.External.varName
2. use attribute and value: varName
3. use attribute and $.External.varName results in prepend period

Question 15

Before transferring a call to an agent and putting a call in a queue, what blocks do you need to ensure are being used?

Answer 15

Checks hours of operation && check staffing

Question 16

What do the blocks: Checks hours of operation && check staffing do ?

Answer 16

verify the call is within working hours and that agents are staffed to service

Question 17

When do you need to ensure that callbacks are offered?

Answer 17

before and after queue transfer by using Check queue status blocks

Question 18

When using Check queue status blocks what condition is required?

Answer 18

Queue capacity

Question 19

What is queue capacity?

Answer 19

if number of calls are greater than x where x is number of contacts in queue

Question 20

What do you need to use if queue capacity is > the expected capacity?

Answer 20

use Get Customer Input block to offer a callback

Question 21

When you use Get Customer Input block to offer callback what does this do?

Answer 21

retains caller’s position in the queue and calls them back when an agent is available

Question 22

What number do you use for Set Callback number block?

Answer 22

choose number to call the customer back in the ccp

Question 23

For Set callback number block, what attributes can you use?

Answer 23

system and customer number

Question 24

How do you use system to get number in Set custom callback number?

Answer 24

collect using Store Customer input block using system and stored customer input

Question 25

What do you use in your customer queue flow to interupt with a queued callback and external transfer option at regular intervals?

Answer 25

loop prompts block

Question 26

How must all numbers referenced in external transfers be referenced?

Answer 26

E.164 format

Question 27

when do you get rid of the national trunk for a externals transfer call?

Answer 27

when calling locally

Question 28

what kind of loops do you need to ensure are not in the contact flow logic?

Answer 28

infinite loops

Question 29

What do you need to ensure for each call?

Answer 29

contact flow connects the caller to an agent, bot, or transferred externally for further assistance

Question 30

What is the limit for a sequence of lambda functions duration in Connect?

Answer 30

20 sec

Question 31

What happens when a sequence of lambda functions duration exceeds 20 seconds?

Answer 31

error message when the total execution time exceeds the threshold

Question 32

When a lambda runs in connect what does the customer hear?

Answer 32

silence

Question 33

When a lambda runs what is recommended to use in the contact flow?

Answer 33

a play prompt between functions to keep customer engaged during long itneraction

Question 34

What does using a play prompt between lambdas in ivr allow you to do with multiple functions?

Answer 34

invoke multiple functions that last longer than 20 second threshold

Question 35

T/F: You can use the same bot for voice and chat channels

Answer 35

T

Question 36

If you want lex bot to respond differently based on the channel, what can you do ?

Answer 36

pass the Channel attribute

Question 37

When using voice with lex, some words are better spelled out ___________ such as last names.

Answer 37

phonetically

Question 38

If you use lex bot in your ivr, you should tell who?

Answer 38

the agent

Question 39

What can an agent see after a lex bot talks to customer?

Answer 39

a transcript in their window of both the bot and customer

Question 40

What do you need to do if the agent is using Chrome 71 to 75 for chats and task?

Answer 40

add CCP url to the allow list in the agents chrome settings

Question 41

what happens if you dont add the ccp url allow list for GC 71-75?

Answer 41

agent wont hear audio indicator notifying them that theres an incoming chat/task