Module 7: Web Chat Flow Design & Implementation | Amazon Connect Course Quiz

Welcome to your Module 7: Web Chat Flow Design & Implementation | Amazon Connect Course Quiz

Name

1. What is the first step in creating a basic web chat flow for Amazon Connect?

A) Creating a contact flow

B) Requirements gathering and designing the flowchart

C) Configuring the web chat widget

2. What does the "Hours of Operation" configuration define in a web chat flow?

A) The availability of the web chat service

B) The agent's working hours

C) The priority of queued messages

3. What is the purpose of Quick Connects in a web chat flow?

A) To create agent accounts

B) To pre-configure destinations for chat transfers

C) To define the chat flow routing logic

4. What is the role of queues in a web chat flow?

A) To route customer chats to available agents

B) To define contact attributes for chat sessions

C) To customize the web chat widget

5. Which configuration links agents to specific queues in a web chat flow?

A) Routing Profiles

B) Hours of Operation

C) Security Profiles

6. What feature of the web chat widget allows real-time communication between customers and agents?

A) Widget Customization

B) Live Web Chat

C) Quick Connect

7. What is the purpose of widget customization?

A) To define the hours of operation

B) To match the web chat interface with the website's design and branding

C) To configure routing profiles for chat agents

8. What capability does web calling in the widget provide?

A) Voice communication through the web chat widget

B) Pre-recorded audio responses for customer queries

C) Integration with customer callback workflows

9. Where can widget customization settings be configured?

A) In the Routing Profiles menu

B) In the Admin Workspace of Amazon Connect

C) Within the widget setup section

10. What is the purpose of testing the web chat widget?

A) To configure agent accounts

B) To ensure the widget functions correctly and meets design requirements

C) To customize customer attributes

How is the web chat widget implemented on a website?

A) By embedding a generated code snippet into the website's HTML

B) By configuring routing profiles in Amazon Connect

C) By enabling Quick Connect in the Admin Workspace

12. What should be validated during web chat widget testing?

A) Agent security profile settings

B) Widget functionality, customer-agent connectivity, and visual design

C) The integration of customer callbacks

13. What is the first step in enabling live web chat on a website?

A) Adding the widget script to the website

B) Assigning a routing profile to agents

C) Creating a Quick Connect for chat transfers

14. What information is typically passed from the chat widget to Amazon Connect?

A) Customer contact attributes

B) Security profiles for the agent

C) Hours of operation configuration

15. Why is it important to align the widget design with the website’s branding?

A) To simplify routing logic for chats

B) To create a seamless customer experience

C) To increase agent efficiency

16. What happens if an agent is unavailable during live web chat?

A) The chat session is queued until an agent becomes available

B) The chat session is automatically transferred to another queue

C) The chat widget disables itself

17. How can you troubleshoot issues with the web chat widget?

A) Test the routing profile configuration

B) Review the contact flow and browser console logs

C) Check agent hours of operation

18. What does web calling rely on for successful implementation?

A) Proper network and browser support for WebRTC technology

B) Agent routing profiles linked to the widget

C) Default hours of operation configuration

19. How can you ensure that all chats are logged for future reference?

A) Enable chat transcripts in the contact flow configuration

B) Customize the widget to auto-save conversations

C) Configure security profiles to include logging

20. What is the primary benefit of using Amazon Connect for web chat?

A) It supports seamless integration with other AWS services

B) It reduces website loading times

C) It automates the generation of Quick Connects

21. What is the purpose of a contact flow in a web chat setup?

A) To define the logic for routing and managing chat interactions

B) To create chat widgets for embedding

C) To assign security profiles to agents

22. Which component ensures customer chats are assigned to the right agents?

A) Queues and Routing Profiles

B) Web Chat Widget Configuration

C) Hours of Operation

23. What is the main reason to gather requirements before designing a chat flow?

A) To reduce the number of required agents

B) To align the flow with business needs and customer expectations

C) To automatically create contact attributes

24. What does configuring the "Security Profile" in web chat flow design accomplish?

A) It sets permissions for accessing chat logs and tools

B) It defines customer attributes for routing

C) It enables widget customization

25. How can the web chat widget be customized for better accessibility?

A) Adjusting colors, font sizes, and chat button placement

B) Adding a Quick Connect for accessibility settings

C) Assigning accessibility attributes in the routing profile

26. What happens if web calling is not supported by the customer’s browser?

A) The feature is disabled, and a fallback message can be displayed

B) The customer is redirected to another queue

C) The widget stops working

27. Which tool is used to monitor and manage live web chat interactions?

A) Contact Control Panel (CCP)

B) Web Chat Widget Configuration Panel

C) Admin Workspace Dashboard

28. What does embedding the widget script on a website enable?

A) It activates the web chat widget for customer use

B) It links customer data with contact flows

C) It adds new routing profiles to the chat flow

29. Why is routing profile validation important before deploying the web chat widget?

A) To ensure that all incoming chats are assigned correctly to agents or queues

B) To verify that the widget script is embedded properly

C) To test the hours of operation configuration

30. How can you ensure that web chat data is secure?

A) Use secure HTTPS for the widget URL and enforce encryption in the contact flow

B) Disable live chat transcripts

C) Configure the widget for offline access