WorksheetsUM+ : Amazon Connect
Total questions: 10
Worksheet time: 10mins
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
What is SAGE?
Voice and call recording platform
Amazon Connect platform
The quality/call playback tool
New Cisco platform
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
Sage is the new quality call recording tool that will launch alongside with Amazon Connect in __________
September
October
November
December
Under Real-Time Metrics, where do we access the grouping of routing profiles showing the contacts and agents?
Queues
Agents
Routing Profiles
Contact search
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
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
What do we need to enter to the NICE engage form when scoring the call?
Account ID
Segment ID
Unique Contact ID
Phone Numbers
What is our default browser when using Sage?
Internet Explorer
Safari
Firefox
Chrome
If you need to search using a wildcard card through Sage, you need to add ________ to the end of your search
Pound sign
Asterisk
None
Comma
