Module 6: Voice Call Flow Design & Implementation | Amazon Connect Course Quiz

Welcome to your Module 6: Voice Call Flow Design & Implementation | Amazon Connect Course Quiz

1. What is the first step when designing a phone line for Amazon Connect?

A) Claim a phone number

B) Gather requirements and design a flowchart

C) Create agent accounts

2. Where can you claim a phone number in Amazon Connect?

A) Admin Workspace

B) CCP

C) Routing Profile configuration

3. What does "Hours of Operation" configuration define?

A) The time an agent is available for calls

B) The working hours for the phone line and routing availability

C) The default time for call recording

4. What is the purpose of Quick Connects in Amazon Connect?

A) To create agent accounts quickly

B) To provide pre-configured destinations for call transfers

C) To define custom hours of operation

5. What is an outbound call in Amazon Connect?

A) A call initiated by the agent to a customer

B) A call transferred to a Quick Connect

C) A call that exceeds the hours of operation

6. What is the primary function of security profiles in Amazon Connect?

A) To manage agent call queues

B) To define permissions and access levels for users

C) To configure agent outbound caller IDs

7. Which component links agents to call queues in Amazon Connect?

A) Contact Flow

B) Routing Profile

C) Agent Status

8. What type of block is used to play audio prompts in a contact flow?

A) Play Prompt block

B) Hold block

C) Transfer block

9. Why is testing and validation important after designing a contact flow?

A) To ensure that the flow meets business requirements and functions as expected

B) To check agent login credentials

C) To configure outbound caller IDs

10. What does the Agent Status configuration define?

A) The working hours of the agent

B) The availability and status options for agents (e.g., Available, Offline)

C) The skill set assigned to agents

11. What happens during an agent call transfer in Amazon Connect?

A) The call is disconnected automatically

B) The call is routed to another agent or queue

C) A default voicemail message is played

12. What configuration allows agents to initiate calls to external phone numbers?

A) Outbound Caller ID setup

B) Outbound call configuration in routing profiles

C) Assigning security profiles to agents

13. Which configuration can change the caller ID for outbound calls?

A) Hours of Operation

B) Outbound Caller ID configuration

C) Contact Flow routing

14. What is the purpose of customer callbacks in Amazon Connect?

A) To transfer calls to agents more efficiently

B) To allow customers to request a call back when agents are unavailable

C) To assign security profiles to customers

15. Which attribute type is used to pass customer information between flows?

A) Contact Attributes

B) Routing Profiles

C) Quick Connects

16. What is a task template used for in Amazon Connect?

A) To define routing profiles for agents

B) To create standardized manual tasks for agents

C) To schedule customer callbacks

17. How are tasks typically routed to agents?

A) Using a routing profile

B) By setting a Quick Connect

C) Through outbound caller ID

18. What is the purpose of manually creating customer profiles in Amazon Connect?

A) To store detailed customer information for personalized service

B) To create new routing profiles

C) To monitor agent performance

19. Which feature allows agents to track cases manually?

A) Case Template configuration

B) Routing Profile settings

C) Hours of Operation

20. What does a case field define in manual case tracking?

A) The priority of calls in a queue

B) Specific data points (e.g., customer name, issue type) for tracking cases

C) The agent's contact status

21. Which task is part of the default flow modification process?

A) Adding prompts or call transfer blocks

B) Updating agent security profiles

C) Changing outbound caller IDs

22. What is the primary purpose of creating manual cases in Amazon Connect?

A) To log and track customer issues and interactions

B) To assign security profiles to agents

C) To manage outbound call routing

23. Which agent status would typically indicate that an agent is ready to receive a call?

A) Offline

B) Available

C) On Break

24. What is the purpose of a case template in Amazon Connect?

A) To create a default caller ID for outbound calls

B) To define standardized case fields and workflows

C) To set the working hours of the agent

25. How can agents update customer profiles manually?

A) Through the Contact Control Panel (CCP)

B) By accessing customer profile details in the agent workspace

C) Using the admin workspace

26. Which block in a contact flow is used for routing customer callbacks?

A) Queue callback block

B) Transfer block

C) Hold block

27. What is a common use case for agent outbound calls?

A) Following up with customers or resolving escalations

B) Assigning Quick Connects to call queues

C) Logging agent activities

28. How can agents initiate a transfer to another agent?

A) Using Quick Connects in the CCP

B) By configuring the routing profile

C) Through outbound caller ID settings

29. What is the main function of a routing profile in outbound call setup?

A) Assigning caller IDs to outbound calls

B) Defining queues and permissions for outbound calls

C) Configuring hours of operation

30. Why is it important to test new phone line configurations?

A) To ensure calls route properly and customer interactions function as designed

B) To verify agent security profiles are active

C) To monitor outbound caller IDs