This is Lesson 3 of our Amazon Connect Contact Lens quiz series. It covers real-time analytics: how supervisors see live sentiment and alerts, and how agents get help during the conversation instead of after it.
Ten questions with instant feedback for supervisors, contact centre leads and Amazon Connect interview candidates.
Questions in this lesson
Try the quiz first, then use this list to revise the topics it covered:
- To enable Contact Lens for a queue, what must be configured?
- Which AWS service does Contact Lens rely on for speech-to-text transcription?
- Where can a supervisor view real-time sentiment trend during an ongoing Contact Lens-enabled call?
- Which channels does Contact Lens conversational analytics support?
- Contact Lens performance evaluations are used for what purpose?
- Which Contact Lens feature identifies when the agent and customer are speaking over each other?
- What does Contact Lens ‘Non-talk time’ represent in a conversation?
- Which Contact Lens capability lets supervisors get notified in real time when specific keywords or phrases are spoken?
- Which Contact Lens feature automatically generates a short summary of a customer conversation?
- What is Amazon Connect Contact Lens primarily used for?
Key concepts: Amazon Connect Contact Lens
- Real-time call analytics – live transcription and sentiment while the call is in progress, enabled in the flow with the real-time option.
- Real-time alerts – rules that fire during the call, for example when the customer’s sentiment drops sharply or a keyword is spoken.
- Supervisor dashboard – shows contacts in progress with live sentiment so supervisors know which calls to join.
- Barge and monitor – supervisors can listen silently or join a live call when an alert shows the agent needs help.
- Real-time chat analytics – the same live analysis applied to chat conversations.
- Agent assist – real-time insight combined with Amazon Q in Connect can suggest answers to the agent during the conversation.
How to use this quiz
Take the quiz, then think through one escalation scenario: what alert would fire, who sees it and what they should do. When you score 8 out of 10 or more, move on to Amazon Connect Contact Lens Quiz – Lesson 4.
Keep learning
- Top 50 Amazon Connect interview questions
- Free Amazon Connect practice test with detailed explanations
- Live Amazon Connect training – every topic in this quiz is covered hands-on
Join our live, instructor-led Amazon Connect training: 17 modules, 75+ hours, 80% hands-on labs, rated 4.8★ by our trainees. Or test yourself first with our free practice exams.
