Module 5: Amazon Connect Call Architecture | Amazon Connect Course Quiz

Welcome to your Module 5: Amazon Connect Call Architecture | Amazon Connect Course Quiz

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1. What is the purpose of a contact flow in Amazon Connect?

A) To manage user security profiles

B) To define how customer contacts are handled and routed

C) To generate call reports

2. Which contact flow is used to play a message before connecting the call to an agent?

A) Whisper flow

B) Queue flow

C) Hold flow

3. What does the default queue flow in Amazon Connect handle?

A) Managing agent schedules

B) Playing messages while a customer waits in the queue

C) Redirecting calls to external services

4. Which flow allows transferring a customer to another agent or queue?

A) Whisper flow

B) Transfer flow

C) Hold flow

5. What is the function of archived flows in Amazon Connect?

A) Flows that are saved but no longer active

B) Flows currently being used in contact routing

C) Pre-configured default flows

6. What is a flow module in Amazon Connect?

A) A reusable block within contact flows for modular design

B) A template for creating default routing flows

C) A dashboard to monitor call queues

7. Custom contact flows are designed for:

A) Routing contacts based on unique business requirements

B) Setting default permissions for agents

C) Configuring hours of operation

8. What types of prompts can be uploaded to Amazon Connect?

A) Live recordings, .wav files, TTS, and URLs

B) Excel spreadsheets and .mp3 files only

C) Custom JSON files

9. Which service in AWS enables text-to-speech (TTS) functionality for prompts?

A) Amazon Polly

B) Amazon Rekognition

C) Amazon DynamoDB

10. What file format is recommended for uploading audio prompts to Amazon Connect?

A) .wav files

B) .mp3 files

C) .mp4 files

11. Which language format is used in Amazon Polly to customize speech synthesis?

A) JSON

B) Speech Synthesis Markup Language (SSML)

C) YAML

12. How does SSML improve Amazon Polly prompts?

A) By enabling control over voice tone, pauses, and pronunciation

B) By storing call recordings securely

C) By optimizing data transfer rates

13. What is a common use case for using TTS in Amazon Connect?

A) To customize routing profiles

B) To provide dynamic, real-time messages to customers

C) To create agent schedules

14. Contact attributes in Amazon Connect are primarily used to:

A) Store call queue data

B) Pass customer-specific data between flows and agents

C) Create routing profiles

15. What is the purpose of a customer-defined contact attribute?

A) To set default permissions for agents

B) To provide specific data about a customer for customized handling

C) To log agent activity

16. Which element is NOT a default contact flow?

A) Queue flow

B) Hold flow

C) Quality assurance flow

17. What is a key benefit of creating custom contact flows?

A) They allow better integration with third-party tools

B) They reduce the need for archived flows

C) They eliminate the need for default routing

18. What type of routing can be customized using contact attributes?

A) Time-based routing

B) Skill-based routing

C) Both A and B

19. How can you test a new prompt in Amazon Connect before publishing?

A) Upload it and attach to a test contact flow

B) Use Amazon DynamoDB to validate the file

C) Test it in the real-time metrics dashboard

20. What is a benefit of using live recordings for prompts?

A) It ensures the prompt is dynamic and real-time

B) It adds a personalized and professional touch to the customer experience

C) It allows encryption for secure routing

21. What must be configured to use TTS in a contact flow?

A) SSML tags

B) S3 bucket permissions

C) Amazon Polly voice settings

22. What SSML tag is used to control pauses in speech?

A) break

B) pause

C) stop

23. What is the function of the tag in SSML?

A) Adjusts pitch, rate, and volume of speech

B) Specifies language for translation

C) Adds background music

24. How do you attach contact attributes to a contact flow?

A) Use a "Set attributes" block

B) Configure a queue profile

C) Enable TTS in the routing profile

25. What is the primary source of system-defined contact attributes?

A) Information generated automatically by Amazon Connect

B) Data input by agents during a call

C) External data from third-party APIs

26. Which block in a contact flow is used to play audio prompts?

A) Play prompt block

B) Queue block

C) Whisper block

27. What is the purpose of a "Hold flow"?

A) To keep customers on hold with a message or music

B) To transfer calls to another queue

C) To provide default routing settings

28. Which feature allows dynamic adjustment of a prompt’s content based on customer data?

A) SSML

B) Contact attributes

C) Whisper flows

29. What happens if a contact flow references a deleted prompt?

A) The flow will fail to execute

B) A default system prompt is used

C) The call is transferred to an agent

30. Why is it important to test and validate custom contact flows?

A) To ensure customer data is encrypted

B) To verify accuracy and prevent errors during live calls

C) To update agent security profiles