Amazon Connect Other Metrics Quiz | Lesson 2

This is Lesson 2, the final lesson of our Amazon Connect Other Metrics quiz series. It covers the customer-experience and efficiency measures that appear in almost every contact centre scorecard: first contact resolution, speed of answer, non-productive time and the signals that a queue needs more agents or a routing profile needs fixing.

Ten questions with instant answers for supervisors, team leads and anyone preparing for an Amazon Connect or contact centre interview.

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 70%

Questions in this lesson

Try the quiz first, then use this list to revise the topics it covered:

What does ‘First Contact Resolution (FCR)’ generally measure, often derived from custom attributes or follow-up analysis?
Which metric would highlight that a specific routing profile is overloaded compared to others?
What does ‘Average Speed of Answer (ASA)’ measure?
Which metric helps determine if a queue needs more agents assigned via routing profiles?
What does the metric ‘Percent Non-Productive Time’ (PNP) generally represent for an agent?
In flow (contact flow) metrics, what does a high ‘error/disconnect’ count at a specific block typically indicate?
Which queue-level metric indicates customers are waiting too long before abandoning?
What does ‘Contacts per Hour’ or ‘Handled per Hour’ generally measure for an agent?
Which metric would best indicate an agent is spending too long finishing paperwork after each call?
What does the agent metric ‘Adherence’ typically measure in workforce management?

Key concepts: Amazon Connect Other Metrics

First contact resolution (FCR) – the share of customer issues resolved in the first contact, with no repeat call or transfer. Amazon Connect does not calculate it directly; teams derive it from contact attributes, repeat-caller analysis or surveys.
Average speed of answer (ASA) – the average time customers waited before an agent answered. In Amazon Connect this is reported as average queue answer time.
Percent non-productive time – the share of agent time in statuses that are not available or on-contact, such as breaks and training.
Queue capacity signals – rising queue size, oldest contact age and abandon rate together show that a queue needs more agents or overflow routing.
Routing profile health – if one routing profile shows long waits while others are idle, agents may be assigned to the wrong queues or priorities.
Flow metrics – flow-level metrics show how many contacts entered a flow and where they left it, which helps you find drop-off points in the IVR.

How to use this quiz

Take the quiz, then map each question to a metric on your own contact centre dashboard and note which ones you track today and which ones you should. This is the last lesson in the Amazon Connect Other Metrics 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

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