This is Lesson 4 of our Amazon Connect Contact Lens quiz series. It is about protecting customer data: sensitive data redaction, where redacted and unredacted files are stored, and who is allowed to see them.
Ten questions with instant answers for administrators, security and compliance teams and Amazon Connect interview candidates.
Questions in this lesson
Try the quiz first, then use this list to revise the topics it covered:
- Can Contact Lens evaluation forms be automatically scored using rules based on Contact Lens analytics data?
- Which Contact Lens feature helps ensure agents followed a required compliance script (e.g., a disclosure statement)?
- What is the benefit of using Contact Lens categorization rules with automated tagging?
- Which pricing model applies to Contact Lens conversational analytics?
- Where in the Amazon Connect admin website would you review a Contact Lens analyzed contact’s transcript and sentiment?
- What does the Contact Lens ‘Issue detection’ feature do?
- Which of the following can trigger a Contact Lens real-time alert?
- In Contact Lens analytics, what is a ‘transcript’?
- What generative AI capability does Contact Lens offer to help agents/supervisors quickly understand a long call without listening to it?
- Can Contact Lens redact sensitive data in real time during a live call?
Key concepts: Amazon Connect Contact Lens
- Sensitive data redaction – removes personal data such as card numbers, names, addresses and account numbers from transcripts and, optionally, from the audio recording.
- Redaction options – you can redact all supported entity types or choose specific ones, and decide whether to keep an unredacted copy.
- Storage – analysis files, transcripts and redacted recordings are stored in your S3 bucket, encrypted with KMS.
- Access control – security profile permissions decide who can view transcripts and listen to unredacted recordings.
- PCI and compliance – redaction helps reduce PCI DSS scope, but secure payment collection in the IVR (DTMF masking) is still recommended.
- Retention – you control how long recordings and analysis files are kept through S3 lifecycle rules.
How to use this quiz
Answer the questions, then list which entity types you would redact for a bank and for an online retailer; they are not the same. When you score 8 out of 10 or more, move on to Amazon Connect Contact Lens Quiz – Lesson 5.
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.
