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aws connect > connect routing > Flashcards

connect routing Flashcards

1
Q

routing consists of what 3 parts

A
  1. queues
  2. routing profiles
  3. contact flows
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2
Q

what does a queue hold?

A

contacts waiting to be answered by agents

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3
Q

how are queues and agents linked?

A

routing profiles

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4
Q

what is specified in a routing profile?

A
  1. Which queues will be in it.
  2. Whether one queue should be prioritized over another.
  3. the channels agents will handle in the Contact Control Panel (CCP).
  4. the amount contacts agents can handle simultaneously for each channel.
  5. Whether individual queues are for all channels or specific ones.
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5
Q

each agent is assigned to

A

one routing profile

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6
Q

contacts are routed to your contact center based on what factors?

A
  1. routing profile agent is assigned to
  2. hours of operation for given queue
  3. routing logic defined by contact flows
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7
Q

how are contacts in queue assigned to an agent?

A

Contacts in a queue are automatically prioritized and forwarded to the next available agent (that is, the agent who has been idle longest)

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8
Q

when are contacts placed on hold?

A

when there are no available agents

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9
Q

how are order of contacts serviced?

A

time in queue, first come first server basis

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10
Q

how does connect assign the call to an agent if multiple agents are free?

A

if multiple agents are available, the contact is routed to the agent who has been in the Available status for the longest time.

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11
Q

how does a routing profile assign the priority of a queue over another queue determined?

A

A routing profile may assign a priority to one queue over another, but the priority within the queue is always set by the order the contact was added to the queue.

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12
Q

how does routing work with multiple channels?

A

When you set up a routing profile to handle multiple channels, agents must complete the interactions with inbound contacts on one channel before they can receive a contact or a task on the other

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13
Q

how do you create a queue?

A
  1. Go to Connect Nav Menu > Routing > Queues > Add New Queue
  2. Add info needed for the queue
  3. assign queue to routing profile
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14
Q

True or False: When you create a queue, the queue is automatically active.

A

True

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15
Q

What happens when you disable a queue for a user?

A

it goes into offline mode, and no new contacts are routed to the queue; however, any existing contacts in the queue will be routed to agents

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16
Q

What users can you disable queues for?

A

only users with a security profile with Queues Enable/Disable permissions

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17
Q

How do you disable a queue?

A
  1. On nav menu, go to Routing > Queues
  2. Hover over the name of the queue to edit > chose the power icon that shows
  3. Chose disable to confirm
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18
Q

how to set the maximum contacts in a queue at the same time?

A

set the Maximum contacts in queue limit for the queue

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19
Q

the maximum contacts in a queue apply to whom?

A

all contacts in the queue across all channels

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20
Q

by default, you cannot set max contacts in a queue to greater than your ____

A

Concurrent calls per instance service quota

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21
Q

If you increase the service quotas for Active tasks per instance or Concurrent chats per instance, you must update ____

A

Maximum contacts in the queue so there’s enough capacity for those channels in the queue

22
Q

How do you set the max contacts in a queue?

A
  1. Go to nav menu, select Routing > Queues > Add New Queues or edit existing one
  2. under Maximum contacts in queue, choose limit
  3. type number of how many contacts in queue before considered full
23
Q

queue callbacks are counted toward what?

A

queue size limit

24
Q

queue callbacks are routed to what branch?

A

error branch

25
Q

what happens once a queue callback goess to the error branch?

A

next callback routed to error branch, and next incoming call gets a reorder/fast busy tone

26
Q

what does the reorder/fast busy tone indicate?

A

no transmission path to the called number available

27
Q

how do you route contacts based on queue capacity?

A

use Transfer to queue block to check to if the queue is full and then route to where needed

28
Q

what does the transfer to queue block do?

A

checks to see maximum contacts in queue

29
Q

what happens if there is no max contacts in queue set?

A

queue is limited to number of concurrent contacts

30
Q

if there is no max contacts in queue settings what determines the queue limited to number of concurrent contacts based on quotas: ?

A
  1. Active tasks per instance
  2. Concurrent calls per instance
  3. Concurrent chats per instance
31
Q

what is the first thing you need to do when you set up a queue?

A

specify hours of operations and timezone

32
Q

how do you set up hours of operation and time zone for a queue?

A
  1. On Nav menu, choose routing > hours of operation
  2. To create a template, choose add new hours and enter name and description
  3. for time zone, select a value
  4. add new > set hours
  5. save
  6. specify these hours when setting up a create queue and check with check hours of operation
33
Q

how do you specify midnight?

A

enter 12:00AM

34
Q

true/false: amazon connect automatically adjusts to daylight savings time

A

true

35
Q

what could happen if you dont set outbound caller ids?

A

PSTN carriers seeing your calls as fradulent and drop you

36
Q

when do your outbound caller ids appear?

A
  1. During customer callbacks.
  2. If an agent makes an outbound call.
  3. If an agent transfers a call, for example, to an external number.
37
Q

how do you set caller id in the queue settings?

A
  1. Nav menu > Routing > queues
  2. choose queue to edit or add new one
  3. add name to outbound caller id name
38
Q

If you want each agent to have their own caller ID name while dialing out (such as Example Corp Billing Dept), create a queue for

A

each agent/caller ID name.

39
Q

what are queues for contacts?

A

waiting areas

40
Q

what do routing profiles do?

A

connect queues to agents

41
Q

what do you specify when you create a routing profile?

A

queues in routing profile and if one queue is prioritized over another queue

42
Q

each agent is assigned to

A

one routing profile

43
Q

How do you create a routing profile?

A
  1. users > Routing profiles > add new profile
  2. enter the needed info
  3. enter routing profile queues
  4. add new routing profile
44
Q

True/False: You can delete a routing profile

A

false

45
Q

how to take a routing profile out of use?

A

detach the profile from agents

46
Q

how to rename a routing profile to show its not in use?

A

zz_prefix

47
Q

what should you use Set channels and concurrency for?

A

toggle on/off if agents assigned to get voice, chat, or tasks

48
Q

what should you do for each queue for their channels?

A

choose if it is voice, chat, or task

49
Q

if you want a queue to handle different channels but with different priorities, what should you do?

A

add the queue twice with the different priorities

50
Q

how do you set up queue based routing?

A
  1. Create a queue for each skill you want for routing
  2. create routing profiles
  3. Configure agent settings to assign routing profiles to them
51
Q

queue

A

holds contacts waiting to be answered by agents

aws connect (6 decks)

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