Amazon Connect Interview Questions and Answers | Part 2

Amazon Connect Interview Questions and Answers | Part 2

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Amazon Connect Interview Questions and Answers | Part 2

Amazon Connect Interview Questions and answers

📌 Amazon Connect Basics

  1. Q: What is Amazon Connect?

    • A: Amazon Connect is a cloud-based contact center service that enables businesses to provide customer service using the AWS infrastructure. It offers features like omnichannel support, call routing, contact flows, and integration with services like Amazon Lex and Lambda.

  2. Q: What are the key components of Amazon Connect?

    • A: The main components include:

      • Contact flows

      • Queues

      • Routing profiles

      • Agents and users

      • Real-time and historical metrics

      • Amazon Lex for chatbots

      • Lambda for external service integrations

  3. Q: What is the difference between an instance and a contact flow?

    • A:

      • Instance: An Amazon Connect instance is a dedicated environment where all resources are configured and managed.

      • Contact Flow: A contact flow defines the customer journey by routing calls and chats based on predefined logic.

  4. Q: What is the maximum limit for concurrent calls in Amazon Connect?

    • A: Amazon Connect supports up to 10,000 concurrent voice calls per instance by default. This limit can be increased by contacting AWS support.

  5. Q: What is an Amazon Connect queue?

    • A: A queue is a waiting line where contacts are placed until an available agent is assigned. You can configure queue capacity, timeout, and priority.

📌 Contact Flow Design (Amazon Connect Interview Questions)

  1. Q: What are the different types of contact flows?

    • A:

      • Customer queue flow

      • Customer hold flow

      • Customer whisper flow

      • Agent hold flow

      • Agent whisper flow

      • Transfer flow

      • Disconnect flow

      • Default customer and agent flows

  2. Q: How can you route calls to different queues based on customer input?

    • A: Use the “Check contact attributes” block or “Get customer input” block in the contact flow to capture customer input, then apply conditional branches to route the call to the appropriate queue.

  3. Q: How do you transfer a call to an external number in Amazon Connect?

    • A: Use the “Transfer to phone number” block in the contact flow and provide the external number (including country code).

  4. Q: What is a contact attribute in Amazon Connect?

    • A: Contact attributes are key-value pairs that store information about the contact (e.g., customer name, phone number, language preference). You can use them for routing, personalization, or integrations.

  5. Q: How do you capture customer input using DTMF in a contact flow?

  • A: Use the “Get customer input” block, select DTMF as the input type, and define the valid key values.

📌 Amazon Lex Integration

  1. Q: What is Amazon Lex?

  • A: Amazon Lex is a service for building conversational interfaces using voice and text. It powers chatbots and voicebots and integrates with Amazon Connect for automated interactions.

  1. Q: How do you connect Amazon Lex with Amazon Connect?

  • A:

    • Go to Amazon Lex console → Create a Lex bot.

    • Publish the bot.

    • In Amazon Connect, create a contact flow and add the “Get customer input” block.

    • Select Amazon Lex as the bot integration.

  1. Q: What are intents, slots, and utterances in Amazon Lex?

  • A:

    • Intent: Represents the action the user wants to perform.

    • Slots: Parameters that Lex captures from user input.

    • Utterances: Phrases that trigger the intent.

  1. Q: What is the difference between Lex V1 and V2?

  • A:

    • Lex V1: Supports only English and Spanish, single bot versioning.

    • Lex V2: Supports multiple languages, enhanced versioning, and region support.

  1. Q: How can you pass contact attributes to Lex for context-aware conversations?

  • A: Use Session attributes in Lex and add key-value pairs from Amazon Connect using Set contact attributes before calling Lex.

📌 CloudWatch Monitoring and Troubleshooting

  1. Q: How do you monitor Amazon Connect contact flow logs?

  • A:

    • Go to Amazon CloudWatch → Log groups → Select the Connect instance log group.

    • Enable Contact flow logs in Amazon Connect settings.

  1. Q: What metrics are available in Amazon Connect CloudWatch?

  • A:

    • Service metrics: Failed contacts, contact latency, call errors.

    • Queue metrics: Queued contacts, abandoned calls.

    • Agent metrics: Available agents, occupancy rate.

  1. Q: How do you troubleshoot failed calls?

  • A:

    • Check CloudWatch logs for errors.

    • Review Contact Trace Records (CTR).

    • Verify Lambda and Lex integration errors.

  1. Q: What is the default CloudWatch log retention period for Amazon Connect?

  • A: The default retention period is 30 days, but it can be customized.

  1. Q: How do you capture detailed call logs in Amazon Connect?

  • A: Enable Contact Trace Records (CTR) to capture detailed logs of each call, including agent, queue, and customer attributes.

📌 AWS Lambda Integration 

  1. Q: How does Amazon Connect integrate with AWS Lambda?

  • A: Amazon Connect uses Lambda functions to perform external API calls, fetch data, or trigger actions during the contact flow.

  1. Q: What is the timeout limit for Lambda in Amazon Connect?

  • A: The maximum timeout for a Lambda function is 8 seconds in Amazon Connect.

  1. Q: How do you pass contact attributes to Lambda?

  • A: Use the “Invoke AWS Lambda function” block and define input attributes to pass to the function.

  1. Q: What is the payload structure of Lambda input in Amazon Connect?

  • A:

{
"Details": {
"ContactData": {
"ContactId": "abc123",
"Channel": "VOICE",
"Attributes": {
"customerName": "John"
}
}
}
}

  1. Q: How do you handle Lambda function errors in Amazon Connect?

  • A:

    • Add error handling blocks in the contact flow.

    • Use CloudWatch logs to capture errors.

    • Implement retries or fallback paths in the contact flow.

📌 Advanced Amazon Connect Features

  1. Q: What is Amazon Connect Wisdom?

  • A: Amazon Connect Wisdom is a machine learning-powered service that provides real-time knowledge suggestions to agents.

  1. Q: What is Amazon Connect Tasks?

  • A: Amazon Connect Tasks automates, tracks, and manages agent tasks (e.g., follow-ups, callbacks).

  1. Q: What is voice ID in Amazon Connect?

  • A: Amazon Connect Voice ID is a real-time voice authentication service that verifies callers by their voice patterns.

  1. Q: What is step-by-step contact flow testing?

  • A: It allows you to simulate a contact flow execution to validate the logic before publishing it.

  1. Q: How do you set up an outbound campaign in Amazon Connect?

  • A: Use the Amazon Connect outbound campaign feature, create a campaign, define the call list, and configure the dialer settings.

✅ Amazon Connect Interview Questions

📌 Amazon Connect Routing and Queues

  1. Q: What is the difference between routing profiles and queues in Amazon Connect?

  • A:

    • Routing Profile: Defines which queues an agent can handle and their priority.

    • Queue: Holds customer contacts until they are routed to an available agent.

    • Routing profiles link agents to multiple queues, whereas queues manage the customer waitlist.

  1. Q: How do you configure routing profiles in Amazon Connect?

  • A:

    • Go to the Amazon Connect admin console → Routing profiles.

    • Create a new routing profile.

    • Add one or more queues.

    • Set queue priority and delay.

    • Assign the profile to agents.

  1. Q: How do you prioritize one queue over another in Amazon Connect?

  • A: In the Routing profile, assign a higher priority (lower number) to the queue you want to prioritize.

  1. Q: What is a routing step in a contact flow?

  • A: It determines how the contact is routed (e.g., by queue, agent, or external service) based on conditions.

  1. Q: How do you create a callback in Amazon Connect?

  • A:

    • Use the “Store customer input” block to capture the phone number.

    • Add the “Set contact attributes” block to store the number as an attribute.

    • Use the “Transfer to queue” block with the Callback queue.

📌 Agent and User Management

  1. Q: What is the difference between an agent and a user in Amazon Connect?

  • A:

    • Agent: A contact center representative handling customer interactions.

    • User: A general term for individuals with access to the Amazon Connect instance (can be an agent, manager, or administrator).

  1. Q: How do you assign a routing profile to an agent?

  • A:

    • Go to Amazon Connect → Users → Select the agent.

    • Assign the appropriate routing profile.

  1. Q: What are security profiles in Amazon Connect?

  • A: Security profiles define the permissions and access levels for users (e.g., Admin, Agent, Manager).

  1. Q: How do you create a new agent in Amazon Connect?

  • A:

    • Go to Amazon Connect Admin Console → Users → Add new users.

    • Enter the agent’s details.

    • Assign a security profile and routing profile.

  1. Q: How do you monitor agent activity in Amazon Connect?

  • A:

    • Use the Real-time metrics dashboard.

    • Check agent states (Available, Busy, After-call work).

    • Use CloudWatch to track activity logs.

📌 Amazon Connect Metrics and Reporting

  1. Q: What are the key metrics available in Amazon Connect?

  • A:

    • Service Level (SLA): Percentage of contacts answered within a specific time.

    • Average Handle Time (AHT): Average duration of contact resolution.

    • Queue wait time: Time contacts spend in the queue.

    • Contact abandonment rate: Percentage of customers who hang up before connecting.

  1. Q: How do you generate historical reports in Amazon Connect?

  • A:

    • Go to Amazon Connect Console → Metrics and quality → Historical metrics.

    • Select the date range and queues.

    • Export the report.

  1. Q: What is the difference between real-time and historical metrics?

  • A:

    • Real-time metrics: Display current call center performance.

    • Historical metrics: Show past data for analysis and reporting.

  1. Q: How can you export Amazon Connect reports to S3?

  • A:

    • Use Contact Lens or Amazon Connect Tasks.

    • Export the report to an S3 bucket for long-term storage.

  1. Q: What is the default report retention period in Amazon Connect?

  • A: Amazon Connect stores historical metrics for 24 months by default.

📌 Amazon Connect Voice and Chat Features

  1. Q: What is the difference between voice and chat in Amazon Connect?

  • A:

    • Voice: Real-time phone-based interactions.

    • Chat: Text-based interactions through web or app widgets.

  1. Q: How do you configure Amazon Connect chat?

  • A:

    • Go to Amazon Connect Console → Channels → Chat.

    • Enable the chat feature.

    • Generate the embed code and add it to your website.

  1. Q: What is Contact Lens in Amazon Connect?

  • A:

    • Contact Lens is an AI-powered analytics service.

    • It provides sentiment analysis, transcription, and keyword detection.

  1. Q: How can you enable voice recording in Amazon Connect?

  • A:

    • Go to Amazon Connect console → Set recording behavior in the contact flow.

    • Select whether to record both legs or only customer/agent audio.

  1. Q: How do you display customer names in Amazon Connect chat?

  • A:

    • Use Contact attributes to pass the customer name.

    • Display it using the Chat widget configuration.