1. What is a service quota in Amazon Connect and how is it different from a feature specification?
A service quota, also known as a limit, refers to the maximum allowable resource usage for an Amazon Connect instance or account. These quotas can often be adjusted through a request. Feature specifications, on the other hand, define fixed capabilities that cannot be changed. For example, you cannot increase the maximum size of an email attachment beyond its feature specification limit.
2. Explain the difference between account-level and resource-level quotas in Amazon Connect.
Account-level quotas apply to all Amazon Connect instances within a region and affect the overall AWS account. For instance, API request rate limits are account-level quotas. In contrast, resource-level quotas only affect a specific instance, such as the number of users or prompts in that instance.
3. Can you request a service quota increase before creating an Amazon Connect instance? Why or why not?
No, you must first create your Amazon Connect instance before requesting a quota increase. This is because quota increases are tied to specific instances or the account-region pair.
4. What is the default number of concurrent active calls allowed per Amazon Connect instance, and can it be changed?
The default quota is 10 concurrent active calls per instance. Yes, this quota can be increased by submitting a request, provided you justify the need with supporting data such as expected call volume.
5. How should businesses plan for service quota adjustments during project design?
Service quotas should be factored in during the design and migration phases. Amazon recommends submitting quota requests well in advance, ideally before reaching the final implementation stage, to avoid bottlenecks.
6. What steps should be taken if you experience a sudden spike in traffic and need more capacity quickly?
You should immediately open a support ticket with Sev-5 priority and engage your AWS account team, including the Technical Account Manager and Solutions Architect. Ensure your queue management best practices are optimized.
7. What is the default number of users per Amazon Connect instance and is it adjustable?
The default is 500 users per instance, and this quota can be adjusted. All 500 users can be concurrently logged in and handling contacts.
8. What quota governs the number of email addresses per inbound email message?
The “To addresses per inbound email message” quota limits this to 10 email addresses. This is not adjustable and does not support BCC.
9. What is the maximum number of security profiles per instance and is this configurable?
Amazon Connect allows up to 100 security profiles per instance. This limit is adjustable at the resource level.
10. How does Amazon Connect help monitor service quota usage?
Service quotas can be monitored using Amazon CloudWatch. You can configure thresholds and receive alerts before hitting the quota, enabling proactive quota increase requests.
11. What is the default TPS (transactions per second) for Amazon Connect APIs?
Most APIs have a default rate of 2 TPS and a burst limit of 5. However, specific APIs like GetMetricDataV2 allow for higher TPS values.
12. Explain how you would calculate concurrent post-call analytics jobs using Contact Lens.
Use the formula:(Average Call Duration in minutes × 0.4 × Calls Per Hour) ÷ 60.
This estimates concurrent analytics job load for capacity planning.
13. What happens when the ‘concurrent active calls per instance’ quota is exceeded?
When this quota is exceeded, contacts receive a reorder tone, also known as a fast busy tone, indicating no available transmission path.
14. Can queued callbacks impact concurrent active call quotas?
No, callbacks waiting in a callback queue are not counted until they are offered to an agent.
15. How many prompts can be configured per Amazon Connect instance by default?
You can have up to 500 prompts per instance, and this number is adjustable.
16. What is the maximum number of queues allowed per instance?
By default, an instance can have up to 100 queues. This limit is adjustable.
17. Describe how service quotas affect queued tasks in Amazon Connect.
Up to 2,500 concurrent active tasks are allowed per instance. This includes tasks being routed, queued, handled by agents, or in after-contact work.
18. What’s the maximum number of quick connects allowed per instance?
Each instance can have up to 100 quick connects, and this quota is adjustable.
19. What does the ‘Task template customized fields per instance’ quota refer to and can it be modified?
It refers to the number of custom fields you can define in task templates. The limit is 50 and is not adjustable.
20. Can the size of a knowledge base in Amazon Q be increased beyond 5 GB?
No, the maximum size of a knowledge base is 5 GB and this limit cannot be adjusted.
21. What is the default number of Contact Lens real-time concurrent analytics allowed?
The default is 300 real-time calls with analytics, which can be adjusted.
22. How many custom email domains can you associate with an Amazon Connect instance?
You can add up to 5 custom email domains. This limit is not adjustable.
23. Can you explain how the quota for ‘Phone numbers per instance’ might trigger errors even on first use?
Even if it’s your first claimed number, backend validations or previous hidden configurations might trigger a quota limit error. Support intervention is needed.
24. How many agents can be supported concurrently per instance?
Up to 500 agents can be concurrently logged in and actively handling contacts.
25. What’s the significance of planning quota thresholds at 20% before reaching the actual limit?
Amazon recommends initiating quota increases when utilization reaches 80%, leaving room to accommodate peak demand and avoid disruptions.
26. What are the implications of exceeding the ‘concurrent tasks’ quota during a surge in task volume?
If the concurrent tasks quota is exceeded, new tasks will fail to initiate or queue. This can disrupt workflows, especially for backend operations or agent-initiated task handling. Amazon recommends monitoring and adjusting the quota proactively.
27. Is there a quota for the number of outbound campaigns per instance?
Yes, the default limit is 100 outbound campaigns per instance. This quota is adjustable depending on your campaign complexity and volume requirements.
28. What is the limit on quick responses in Amazon Connect chat, and can it be increased?
Each instance can have up to 500 quick responses. This is a soft limit and can be increased upon request to support more extensive knowledge-sharing among agents.
29. Describe the quota related to ‘Cases’ in Amazon Connect.
Each instance supports up to 100,000 cases, 200 custom case fields, and 100 case templates by default. All these quotas are adjustable, allowing scaling for high-volume case management.
30. What is the maximum number of agents you can view in a historical metrics report?
A historical metrics report can include data for up to 1,000 agents. If you need more, you must break the report into smaller groups or request a limit increase.
31. What is the default limit for Contact Lens analytics storage duration?
By default, analytics data is retained for 90 days, but this is configurable. You can choose longer durations based on compliance and data analysis needs.
32. What quota governs Lambda function invocations per second in flows?
The invocation rate for AWS Lambda functions is subject to standard AWS Lambda concurrency limits and Amazon Connect flow rate limits, which typically allow 2 TPS. You can request higher limits if necessary.
33. What is the default quota for Amazon Connect domains in Voice ID, and can it be changed?
Each instance can have up to 10 Voice ID domains. This limit is adjustable to support more advanced or isolated voice authentication strategies.
34. How many voice contacts per second can Amazon Connect handle by default?
By default, each instance can handle 10 concurrent voice contacts. You can request an increase, especially if you’re supporting high call volume or using predictive dialing.
35. What is the impact of hitting the API throttling limits in Amazon Connect?
If throttling limits are reached, API calls return a ThrottlingException. This can delay workflows or integrations. Use exponential backoff or request higher limits.
36. What is the maximum number of tags you can assign to a resource in Amazon Connect?
You can assign up to 50 tags per resource, which is a hard limit. This helps in organizing and tracking resources, especially for billing and access control.
37. How many customer profiles can be created by default?
Each instance supports up to 1 million customer profiles. This limit is scalable but requires an increase request if exceeded due to data ingestion from CRM systems.
38. What’s the maximum allowed length for prompt audio files in Amazon Connect?
The maximum prompt audio length is 30 seconds, and each file must be under 50 KB. If larger prompts are needed, use multiple prompt blocks in sequence.
39. How does Amazon Connect handle API throttling for GetMetricDataV2?
This API has a higher default TPS (10 TPS with a burst limit of 20), but since it’s frequently used in dashboards and reporting, it is more susceptible to throttling.
40. What’s the default quota for real-time metrics dashboards per instance?
Each instance supports up to 100 dashboards by default. This can be increased to accommodate larger operational teams or multiple departments.
41. How many agents can simultaneously authenticate using Voice ID in real-time?
Voice ID supports 100 concurrent real-time authentications per instance. For larger operations, especially where quick verification is essential, a quota increase is necessary.
42. What’s the maximum number of tasks that can be created per day in Amazon Connect?
While there’s no strict daily task creation limit documented, performance and scaling are governed by the concurrent tasks quota and backend processing quotas. Heavy use may require tailored quota increases.
43. Is there a quota for step-by-step guides in the agent workspace?
Yes, each instance supports up to 200 step-by-step guides. This limit can be increased based on training, onboarding, and operational needs.
44. Can you increase the quota for stored evaluation forms in Amazon Connect?
Yes, you can store up to 1,000 evaluation forms by default. This can be adjusted to support large teams with varied evaluation needs.
45. What are the default quotas related to screen recordings?
By default, screen recording is subject to the same limits as contact recordings—both in storage and concurrency. Proper S3 bucket configuration is essential to avoid hitting these limits.
46. Can an Amazon Connect instance span multiple Regions with respect to quotas?
No, quotas are Region-specific. If you deploy in multiple Regions, you must manage quotas separately for each.
47. How does Amazon Connect handle quota planning during disaster recovery (DR)?
Amazon recommends provisioning quota capacity for both active and DR instances. This includes phone numbers, agents, and telephony, to ensure failover works seamlessly.
48. What is the limit on in-app, video, or web call channels per instance?
Each instance supports up to 100 concurrent in-app or video calls by default. This can be increased to support multimedia-heavy contact centers.
49. How many outbound contact records can be processed concurrently?
Outbound contact handling is governed by the same concurrent call quota. Predictive dialing and campaigns must be planned accordingly with quota scaling in mind.
50. Why is it important to understand service quota propagation time after a request is approved?
After a quota is increased, it can take several minutes to a few hours for the change to propagate. If usage spikes immediately after a request, it might still result in throttling or errors until fully applied.