This is Lesson 5, the final lesson of our Amazon Connect Contact Lens quiz series. It covers performance evaluations, summaries and how Contact Lens data is used for coaching and quality management at scale.
Ten questions with instant feedback for quality managers, team 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
- Evaluation forms – scorecards you build in Amazon Connect with sections, questions and weightings to rate agent performance on a contact.
- Automated evaluation – some questions can be answered automatically from Contact Lens data, such as whether the agent used the greeting.
- Contact summaries – generative AI summaries of the conversation that save agents and supervisors reading full transcripts.
- Coaching – supervisors use evaluations, sentiment trends and categories to find coaching topics for each agent.
- Dashboards – Contact Lens dashboards show sentiment, category and evaluation trends across queues and teams.
- Exporting analysis – the output files in S3 can be loaded into Athena or QuickSight for custom quality reporting.
How to use this quiz
After the quiz, sketch a five-question evaluation form for a support team and decide which questions could be scored automatically. This is the last lesson in the Amazon Connect Contact Lens series. Browse more Amazon Connect quizzes to keep practising.
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.
