Module 9: Recording, Monitoring, and Reporting | Amazon Connect Quiz

Welcome to your Module 9: Recording, Monitoring, and Reporting | Amazon Connect Quiz

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1. What is the primary purpose of enabling call recording in Amazon Connect?

A) To analyze customer sentiment during calls

B) To store call data for compliance, training, and quality monitoring

C) To automatically route calls to agents

2. Where can call recordings be accessed for playback in Amazon Connect?

A) Contact Lens dashboard

B) Contact search in the Amazon Connect admin interface

C) Agent workspace

3. What storage service is used to save call recordings in Amazon Connect?

A) Amazon S3

B) Amazon RDS

C) Amazon DynamoDB

4. Why is screen recording used in Amazon Connect?

A) To monitor agents’ desktop activities for compliance and training

B) To create custom dashboards for reporting

C) To manage agent routing profiles

5. How can agent screen recording be enabled in Amazon Connect?

A) Through the Amazon Connect admin console using a third-party integration

B) By configuring the agent workspace directly

C) By enabling the feature in contact flows

6. What is typically required for screen recording to function correctly?

A) A desktop application or browser extension compatible with Amazon Connect

B) Advanced permissions in the agent’s security profile

C) Integration with EventBridge

7. What does the Contact Lens “Contact Search” feature enable?

A) Finding specific interactions based on keywords, sentiment, or metadata

B) Creating custom routing profiles for agents

C) Managing call queues

8. How can specific calls be located using Contact Search?

A) By filtering based on attributes like agent name, sentiment score, or contact ID

B) By querying DynamoDB directly

C) By using the “Monitor Live Conversations” feature

9. What type of insights are available on the Contact Lens dashboard?

A) Sentiment trends, keyword occurrences, and agent performance metrics

B) Lex bot configurations

C) Routing profile summaries

10. How does the realtime reporting feature assist supervisors?

A) By providing live insights into ongoing calls and agent activities

B) By generating post-call transcripts

C) By enabling call recording and playback

11. What is the difference between historical and realtime reporting?

A) Historical reporting focuses on past interactions, while realtime reporting monitors current activities

B) Historical reporting updates immediately, while realtime reporting updates daily

C) Historical reporting is only available for screen recordings

12. What does the “Monitor Live Conversations” feature allow supervisors to do?

A) Listen to calls in real-time and assess customer sentiment

B) Search for historical contact data

C) Modify routing profiles during live calls

13. What is sentiment analysis in Amazon Connect?

A) A feature that measures customer and agent emotions during interactions

B) A dashboard for tracking agent routing profiles

C) A tool for monitoring call recording storage

14. How is sentiment analysis visualized in the dashboard?

A) Through sentiment trends and color-coded graphs showing interaction dynamics

B) Through routing profiles

C) By keyword occurrence in transcripts

15. What are conversational analytics rules used for?

A) Automating actions based on specific phrases or sentiment triggers

B) Managing agent screen recordings

C) Configuring Lex bot integrations

16. How do realtime analytics rules function in Amazon Connect?

A) They trigger actions during live interactions based on detected keywords or sentiment changes

B) They generate reports after the interaction is complete

C) They update agent routing profiles automatically

17. How do post-call/chat analytics rules differ from realtime rules?

A) They modify ongoing interactions in the contact flow

B) They analyze interactions after they are complete to generate insights and take action

C) They are used only for outbound calls

18. What is the purpose of auto task creation in Amazon Connect?

A) To notify agents or supervisors based on specific conversation triggers

B) To automatically route calls to the correct agent

C) To configure holiday hours

19. How can sentiment analysis be used to create tasks automatically?

A) By recording the customer’s screen

B) By detecting negative sentiments and triggering a task for follow-up

C) By customizing contact flow widgets

20. What type of notifications can be generated through sentiment analysis?

A) Agent workspace layout modifications

B) Lex bot updates

C) Alerts for supervisors, follow-up tasks, or escalations based on conversation dynamics

21. What is required to enable Contact Lens features in Amazon Connect?

A) Turning on Contact Lens in the Amazon Connect console and configuring permissions

B) Linking Lex bots to the call flow

C) Adding third-party app integrations

22. How are historical reports generated in Amazon Connect?

A) By using the analytics and reporting dashboard

B) By configuring Lambda functions in the contact flow

C) By embedding third-party analytics tools

23. What kind of data does the sentiment trend chart provide?

A) Sentiment progression over the course of a call or chat

B) Contact IDs for specific interactions

C) Routing profile summaries

24. How can supervisors identify calls with specific keywords or events?

A) By using Contact Lens Contact Search and filters

B) By monitoring live calls in real-time

C) By querying routing profiles

25. What is one advantage of enabling screen recording for agents?

A) Improves training and ensures compliance by reviewing interactions visually

B) Automates call routing

C) Enhances Lex bot performance

26. How does Contact Lens assist in compliance monitoring?

A) By analyzing conversations for specific compliance-related phrases or omissions

B) By configuring holiday schedules

C) By modifying agent profiles dynamically

27. What feature is most useful for supervisors during live call monitoring?

A) Sentiment trends and keyword detection in real-time

B) Post-call reports

C) Screen recording playback

28. How does Contact Lens benefit customer service organizations?

A) It provides deep insights into customer interactions, sentiment, and agent performance

B) It automates agent account creation

C) It integrates with EventBridge for ticket generation

29. What type of insights can be derived from post-call sentiment analysis?

A) Trends in customer satisfaction and areas for agent improvement

B) Real-time keyword triggers

C) Screen recording statuses

30. What is the ultimate goal of conversational analytics rules?

A) To enhance the quality of customer interactions by automating actions and insights

B) To manage hours of operation dynamically

C) To configure third-party integrations