Module 10: Troubleshooting, CloudWatch, and Event Logs Amazon Connect Quiz

Welcome to your Module 10: Troubleshooting, CloudWatch, and Event Logs Amazon Connect Quiz

Name

1. What is the first step in troubleshooting agent-related issues in Amazon Connect?

A) Validating agent permissions and configurations

B) Restarting the agent’s workstation

C) Disabling contact flows

2. What tool can be used to troubleshoot network connectivity for Amazon Connect?

A) Endpoint Test Utility Tool

B) CloudWatch Alarms

C) Lex Console

3. What is the best approach to troubleshoot IVR-related issues?

A) Validate the contact flow configuration and audio prompts

B) Restart the Amazon Connect instance

C) Modify routing profiles dynamically

4. What feature helps in parsing agent logs for troubleshooting?

A) Log Parser

B) CloudFormation

C) DynamoDB integration

5. Which common issue can the Contact Control Panel (CCP) face?

A) Lex bot integration failures

B) Incorrect phone number routing

C) Network disconnection or configuration errors

6. How can CloudWatch logs assist in troubleshooting Amazon Connect?

A) By capturing detailed event logs for calls, interactions, and system errors

B) By generating custom routing profiles

C) By creating agent accounts automatically

7. Which key metric should be monitored in CloudWatch for troubleshooting?

A) Call queue size and latency

B) Historical sentiment scores

C) Screen recording playback duration

8. What is a common troubleshooting step when Lambda function invocations fail in Amazon Connect?

A) Check IAM permissions for the Lambda function

B) Restart the Lambda function

C) Disable the contact flow temporarily

9. Where are error details from failed Lambda invocations in Amazon Connect typically recorded?

A) CloudWatch logs

B) Contact Lens dashboard

C) Agent workspace

10. What feature of EventBridge can assist in troubleshooting issues?

A) Generating screen recordings

B) Creating routing profiles for agents

C) Monitoring and automating responses to specific events in Amazon Connect

11. Which AWS service is used to raise cases for Amazon Connect issues?

A) AWS Support Center

B) CloudFormation

C) IAM Console

12. What is an essential detail to include when raising a case with AWS for troubleshooting?

A) The Amazon Connect instance ID and a clear description of the issue

B) Lex bot details

C) The agent's workstation model

13. What is the best support plan for urgent issues with Amazon Connect?

A) Enterprise Support

B) Basic Support

C) Free Tier Support

14. What is the first step in porting your phone number to Amazon Connect?

A) Submitting a porting request to AWS Support

B) Configuring routing profiles

C) Creating a new contact flow

15. How long does it typically take to port a phone number to Amazon Connect?

A) 2–4 weeks, depending on the provider

B) 24 hours

C) 7 days

16. What is a common requirement for porting phone numbers?

A) Creating a new Lambda function

B) Configuring hours of operation

C) Ownership proof and an authorization letter from the current provider

17. What does the Endpoint Test Utility Tool help diagnose?

A) Network and endpoint connectivity issues for Amazon Connect

B) Incorrect routing profiles

C) Lex bot integration

18. Which AWS service is most useful for real-time monitoring of Amazon Connect metrics?

A) Amazon CloudWatch

B) Amazon DynamoDB

C) Amazon Polly

19. How can failed call recordings in Amazon Connect be debugged?

A) By checking storage bucket permissions in S3 and CloudWatch logs

B) By modifying agent routing profiles

C) By enabling Lex bot integrations

20. What troubleshooting step can resolve frequent agent disconnects in the CCP?

A) Ensuring stable network connectivity and reviewing WebRTC configurations

B) Modifying contact flows

C) Enabling screen recordings

21. What type of log entry would indicate an IVR issue?

A) Errors in contact flow execution recorded in CloudWatch logs

B) Agent status mismatches

C) Lambda function configuration failures

22. When troubleshooting Lambda issues, what IAM policy is essential?

A) Policies allowing Amazon Connect to invoke the function

B) Full administrative permissions

C) Routing profile access

23. What key troubleshooting data can be extracted from CloudWatch logs?

A) Invocation errors, latency, and call flow execution details

B) Sentiment trends

C) Agent screen recordings

24. What step can help in resolving endpoint connectivity errors?

A) Running the Endpoint Test Utility Tool to diagnose issues

B) Modifying Lex bot configurations

C) Editing screen recording permissions

25. How can agents ensure their CCP works without connectivity issues?

A) By having proper WebRTC support and network configuration

B) By restarting the Amazon Connect instance

C) By reconfiguring the call flow

26. What is an indicator of successful phone number porting?

A) The ability to make and receive calls using the ported number

B) Updates in the Contact Lens dashboard

C) Automatic routing profile creation

27. How do EventBridge logs help troubleshoot contact flow issues?

A) By providing detailed event-based logs for monitoring flows and triggers

B) By updating agent security profiles

C) By modifying Lex bot behavior

28. What is a recommended step to escalate unresolved Amazon Connect issues?

A) Raise an urgent case with AWS Support through the Support Center

B) Modify contact flows immediately

C) Reassign agents to different queues

29. What can be done to avoid frequent troubleshooting of recurring issues?

A) Create proactive monitoring alerts using CloudWatch

B) Disable advanced features like Lex bots

C) Avoid using Lambda in contact flows

30. What is the role of the Log Parser tool in Amazon Connect?

A) To configure hours of operation

B) To monitor routing profiles

C) To analyze and debug agent activity logs for troubleshooting