This is Lesson 1 of our Amazon Connect Reporting & Analytics quiz series. Reporting is how a contact centre proves its value: service levels, agent performance and customer trends all come from the data Amazon Connect captures for every contact. This lesson covers the building blocks: contact records, the built-in reports and where the data is stored.
Ten questions with instant feedback for administrators, reporting analysts and Amazon Connect interview candidates.
Questions in this lesson
Try the quiz first, then use this list to revise the topics it covered:
- What role does Amazon S3 commonly play in Amazon Connect reporting architecture?
- What is the benefit of using the Amazon Connect analytics data lake instead of only the built-in reporting UI?
- Why might an organization use Amazon Connect’s analytics data lake (Zero-ETL / data lake feature) rather than manually exporting CSVs?
- Which analytics capability helps identify which contact flow steps are causing the most call abandonment?
- When building a custom historical report, what determines the level of granularity (e.g., per 30-minute interval vs. daily total)?
- Which of these is a benefit of scheduled/automated reporting over manual report generation?
- What is the purpose of contact attributes being included in reporting/analytics?
- Who typically configures which historical metrics, groupings, and filters appear on a custom report?
- What format(s) can standard Amazon Connect reports typically be exported in?
- Can custom metrics or third-party data be blended into Amazon Connect reporting?
Key concepts: Amazon Connect Reporting & Analytics
- Contact record (CTR) – one record per contact with timestamps, queue, agent, channel, attributes and disconnect reason. It is the raw material for nearly every report.
- Built-in reports – real-time metrics, historical metrics, the login/logout report and dashboards are available in the Amazon Connect admin website without extra setup.
- Contact search – finds individual contacts by date, agent, queue, phone number or attribute and opens their details, recording and transcript.
- Saved and scheduled reports – reports can be saved, shared with other users and scheduled to export CSV files to S3.
- Data streaming – contact records and agent events can be streamed to Kinesis for custom reporting outside Amazon Connect.
- Permissions – security profiles control who can see real-time data, historical reports, recordings and contact search results.
How to use this quiz
Take the quiz, then pick one report you use (or would use) every day and list the metrics it should contain; it is a good way to remember where each piece of data comes from. When you score 8 out of 10 or more, move on to Amazon Connect Reporting & Analytics Quiz – Lesson 2.
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.
