This is Lesson 2, the final lesson of our Amazon Connect Contact Search quiz series. It goes deeper into searching by custom contact attributes, Contact Lens filters, data retention and how contact search fits into quality and compliance work.
Ten questions with instant answers for quality teams, supervisors and Amazon Connect interview candidates.
Questions in this lesson
Try the quiz first, then use this list to revise the topics it covered:
- If Contact Lens is enabled on a contact, what additional information becomes available in Contact Search’s contact details?
- Can you export/download a list of search results from the Contact Search page?
- How does the Contact Search page relate to the Contact Trace Record (CTR)?
- Which of the following is NOT typically a filter available on the Contact Search page?
- Does the Contact Search page show disconnect reason / disconnect timestamp for a contact?
- What can a supervisor listen to directly from a contact’s detail page in Contact Search, if call recording is enabled?
- Can Contact Search results be filtered by ‘Initiation method’ (e.g., inbound, outbound, transfer, callback)?
- If a customer disputes what happened on a call, which page would a supervisor most likely use to investigate that specific interaction?
- Which permission is required for a user to access the Contact Search page?
- Can you view the full flow/routing path a contact took using the Contact Search page’s contact details view?
Key concepts: Amazon Connect Contact Search
- Searchable contact attributes – custom attributes must be marked as searchable before you can filter contact search on them, for example account number or case type.
- Contact Lens filters – with Contact Lens enabled you can search by sentiment, categories, words spoken and non-talk time.
- Retention – contact search covers a limited history (up to 24 months); older data must come from your own S3 copies of contact records.
- Download and sharing – authorised users can download recordings and share links to the contact details page with colleagues.
- Quality workflows – quality analysts use contact search to pick contacts for evaluation, then score them with evaluation forms.
- Compliance use – contact search with redacted transcripts helps answer complaints and audits without exposing sensitive data.
How to use this quiz
Answer the quiz, then decide which three custom attributes you would make searchable in a real contact centre and why. This is the last lesson in the Amazon Connect Contact Search 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.
