Term
Definition
Amazon Connect
Cloud-based omnichannel contact center service from AWS
Contact Flow
Visual workflow that defines customer experience
Contact vs Case
Contact = single interaction; Case = record tracking issue over time
CCP (Contact Control Panel)
Interface agents use to handle contacts
Routing Profile
Assigns queues and priorities to agents
Contact Lens
AI-powered analytics with transcription and sentiment
Contact Queue
Waiting area that holds contacts for agents
Quick Connect
Saved transfer targets (agents, queues, numbers)
Transfer Flow
Flow that runs during transfers
Whisper Flow
Flow that plays just before agent and customer connect
Hold Flow
Flow that runs while contact is on hold
CTR (Contact Trace Record)
Record with metadata, metrics, and recording links
IVR (Interactive Voice Response)
Phone menu that routes callers
Attribute
Named data field (key-value pair) on contact/user/resource
DTMF
Dual Tone Multi Frequency, touch tone digits
Amazon Lex
Bot service using intents, utterances, and slots
Amazon Polly
Text-to-speech service with SSML control
Amazon Kendra
Enterprise search with natural language questions
Amazon Q in Connect
AI assistant for agents
AWS Lambda
Serverless compute that runs code on events
API Gateway
Managed service for creating and managing APIs
S3 (Simple Storage Service)
Object storage service
Bucket
Container for objects in S3