Amazon Connect Other Metrics Quiz | Lesson 2

Sonu August 17, 2026

Amazon Connect Other Metrics Quiz | Part 2

Boost your contact center skills with this free Amazon Connect Metrics Quiz. Test your knowledge on AHT, ASA, FCR, and service levels. Ace your interview or certification prep now!

1 / 10

What does 'First Contact Resolution (FCR)' generally measure, often derived from custom attributes or follow-up analysis?

Whether the customer's issue was resolved without needing to contact again

The first agent hired at the contact center

The first call of the day

2 / 10

Which metric would highlight that a specific routing profile is overloaded compared to others?

Occupancy and Contacts Handled broken down by routing profile

Phone number claim status

3 / 10

What does 'Average Speed of Answer (ASA)' measure?

The average time it takes for a contact to be answered by an agent after entering the queue

The average handle time of an agent

The average number of transfers per contact

4 / 10

Which metric helps determine if a queue needs more agents assigned via routing profiles?

Consistently low Service Level and high Contacts Queued/Abandoned for that queue

Agent Login/Logout report only

Contact Lens sentiment only

5 / 10

What does the metric 'Percent Non-Productive Time' (PNP) generally represent for an agent?

Proportion of staffed time spent not handling or preparing to handle contacts (e.g., breaks, meetings)

Proportion of calls transferred successfully

Proportion of contacts that were abandoned

6 / 10

In flow (contact flow) metrics, what does a high 'error/disconnect' count at a specific block typically indicate?

A potential issue or bottleneck at that step in the contact flow

Nothing meaningful; it should be ignored

The queue has too many agents

7 / 10

Which queue-level metric indicates customers are waiting too long before abandoning?

Average Abandon Time / Abandonment Rate

Average Agent Interaction Time

Occupancy

8 / 10

What does 'Contacts per Hour' or 'Handled per Hour' generally measure for an agent?

The rate at which an agent completes handled contacts within an hour

The number of breaks taken

The number of logins per hour

9 / 10

Which metric would best indicate an agent is spending too long finishing paperwork after each call?

Average After Contact Work (ACW) Time

Service Level

Contacts Queued

10 / 10

What does the agent metric 'Adherence' typically measure in workforce management?

How closely an agent's actual activity followed their scheduled activity

How many calls an agent answered incorrectly

How much revenue an agent generated

Your score is

The average score is 100%

Amazon Connect Other Metrics Quiz Amazon Connect Quiz

Sonu

Sonu is a Technical Content Writer, Editor, and Manager at TechGyan360, specializing in blogs and articles. With over 8 years of experience in technical content and a broad understanding of diverse technologies, Sonu brings expertise in Cloud Computing, VoIP, Cloud Contact Centers, Web Development, and Blogging. Passionate about simplifying complex technical concepts, Sonu creates informative, engaging, and high-quality content for a wide range of audiences.

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