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UM+ : Amazon Connect

Authored by Ryan Twano

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UM+ : Amazon Connect
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10 questions

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1.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Capital One is migrating from ________ to _________ as its voice/call routing and call recording platform

Amazon Connect to Sage

Cisco to Amazon Connect

Nice to Amazon Connect

Cisco to IRIS tool

2.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What is SAGE?

Voice and call recording platform

Amazon Connect platform

The quality/call playback tool

New Cisco platform

3.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

How do we access the Amazon connect console?

By double clicking the Amazon Connect Icon on your desktop

Download the application from the software center

Get the link from the CRWEB

You will be provided a link to launch the Amazon Connect Console

4.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Sage is the new quality call recording tool that will launch alongside with Amazon Connect in __________

September

October

November

December

5.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Under Real-Time Metrics, where do we access the grouping of routing profiles showing the contacts and agents?

Queues

Agents

Routing Profiles

Contact search

6.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

Under Real-Time Metrics, Amazon connect provides out of box reporting views that can be customize by selecting the gear icon on the right-hand side of the display. What do you need to select in order allow you to customize view of different metrics including agent’s name?

Metrics

Filers

Time Range

Table Settings

7.

MULTIPLE CHOICE QUESTION

1 min • 1 pt

What are the 3 types of report offered by Historical metrics using Amazon Connect?

Filers, Metrics and Time Range

Queues, Agents and Phone Numbers

Time Range, Phone Numbers and Filters

Agents, Metrics and Phone number

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