connect routing

Question 1

routing consists of what 3 parts

Answer 1

1. queues
2. routing profiles
3. contact flows

Question 2

what does a queue hold?

Answer 2

contacts waiting to be answered by agents

Question 3

how are queues and agents linked?

Answer 3

routing profiles

Question 4

what is specified in a routing profile?

Answer 4

1. Which queues will be in it.
2. Whether one queue should be prioritized over another.
3. the channels agents will handle in the Contact Control Panel (CCP).
4. the amount contacts agents can handle simultaneously for each channel.
5. Whether individual queues are for all channels or specific ones.

Question 5

each agent is assigned to

Answer 5

one routing profile

Question 6

contacts are routed to your contact center based on what factors?

Answer 6

1. routing profile agent is assigned to
2. hours of operation for given queue
3. routing logic defined by contact flows

Question 7

how are contacts in queue assigned to an agent?

Answer 7

Contacts in a queue are automatically prioritized and forwarded to the next available agent (that is, the agent who has been idle longest)

Question 8

when are contacts placed on hold?

Answer 8

when there are no available agents

Question 9

how are order of contacts serviced?

Answer 9

time in queue, first come first server basis

Question 10

how does connect assign the call to an agent if multiple agents are free?

Answer 10

if multiple agents are available, the contact is routed to the agent who has been in the Available status for the longest time.

Question 11

how does a routing profile assign the priority of a queue over another queue determined?

Answer 11

A routing profile may assign a priority to one queue over another, but the priority within the queue is always set by the order the contact was added to the queue.

Question 12

how does routing work with multiple channels?

Answer 12

When you set up a routing profile to handle multiple channels, agents must complete the interactions with inbound contacts on one channel before they can receive a contact or a task on the other

Question 13

how do you create a queue?

Answer 13

1. Go to Connect Nav Menu > Routing > Queues > Add New Queue
2. Add info needed for the queue
3. assign queue to routing profile

Question 14

True or False: When you create a queue, the queue is automatically active.

Answer 14

True

Question 15

What happens when you disable a queue for a user?

Answer 15

it goes into offline mode, and no new contacts are routed to the queue; however, any existing contacts in the queue will be routed to agents

Question 16

What users can you disable queues for?

Answer 16

only users with a security profile with Queues Enable/Disable permissions

Question 17

How do you disable a queue?

Answer 17

1. On nav menu, go to Routing > Queues
2. Hover over the name of the queue to edit > chose the power icon that shows
3. Chose disable to confirm

Question 18

how to set the maximum contacts in a queue at the same time?

Answer 18

set the Maximum contacts in queue limit for the queue

Question 19

the maximum contacts in a queue apply to whom?

Answer 19

all contacts in the queue across all channels

Question 20

by default, you cannot set max contacts in a queue to greater than your ____

Answer 20

Concurrent calls per instance service quota

Question 21

If you increase the service quotas for Active tasks per instance or Concurrent chats per instance, you must update ____

Answer 21

Maximum contacts in the queue so there’s enough capacity for those channels in the queue

Question 22

How do you set the max contacts in a queue?

Answer 22

1. Go to nav menu, select Routing > Queues > Add New Queues or edit existing one
2. under Maximum contacts in queue, choose limit
3. type number of how many contacts in queue before considered full

Question 23

queue callbacks are counted toward what?

Answer 23

queue size limit

Question 24

queue callbacks are routed to what branch?

Answer 24

error branch

Question 25

what happens once a queue callback goess to the error branch?

Answer 25

next callback routed to error branch, and next incoming call gets a reorder/fast busy tone

Question 26

what does the reorder/fast busy tone indicate?

Answer 26

no transmission path to the called number available

Question 27

how do you route contacts based on queue capacity?

Answer 27

use Transfer to queue block to check to if the queue is full and then route to where needed

Question 28

what does the transfer to queue block do?

Answer 28

checks to see maximum contacts in queue

Question 29

what happens if there is no max contacts in queue set?

Answer 29

queue is limited to number of concurrent contacts

Question 30

if there is no max contacts in queue settings what determines the queue limited to number of concurrent contacts based on quotas: ?

Answer 30

1. Active tasks per instance 2. Concurrent calls per instance 3. Concurrent chats per instance

Question 31

what is the first thing you need to do when you set up a queue?

Answer 31

specify hours of operations and timezone

Question 32

how do you set up hours of operation and time zone for a queue?

Answer 32

1. On Nav menu, choose routing > hours of operation 2. To create a template, choose add new hours and enter name and description 3. for time zone, select a value 4. add new > set hours 5. save 6. specify these hours when setting up a create queue and check with check hours of operation

Question 33

how do you specify midnight?

Answer 33

enter 12:00AM

Question 34

true/false: amazon connect automatically adjusts to daylight savings time

Answer 34

true

Question 35

what could happen if you dont set outbound caller ids?

Answer 35

PSTN carriers seeing your calls as fradulent and drop you

Question 36

when do your outbound caller ids appear?

Answer 36

1. During customer callbacks. 2. If an agent makes an outbound call. 3. If an agent transfers a call, for example, to an external number.

Question 37

how do you set caller id in the queue settings?

Answer 37

1. Nav menu > Routing > queues 2. choose queue to edit or add new one 3. add name to outbound caller id name

Question 38

If you want each agent to have their own caller ID name while dialing out (such as Example Corp Billing Dept), create a queue for

Answer 38

each agent/caller ID name.

Question 39

what are queues for contacts?

Answer 39

waiting areas

Question 40

what do routing profiles do?

Answer 40

connect queues to agents

Question 41

what do you specify when you create a routing profile?

Answer 41

queues in routing profile and if one queue is prioritized over another queue

Question 42

each agent is assigned to

Answer 42

one routing profile

Question 43

How do you create a routing profile?

Answer 43

1. users > Routing profiles > add new profile 2. enter the needed info 3. enter routing profile queues 4. add new routing profile

Question 44

True/False: You can delete a routing profile

Answer 44

false

Question 45

how to take a routing profile out of use?

Answer 45

detach the profile from agents

Question 46

how to rename a routing profile to show its not in use?

Answer 46

zz_prefix

Question 47

what should you use Set channels and concurrency for?

Answer 47

toggle on/off if agents assigned to get voice, chat, or tasks

Question 48

what should you do for each queue for their channels?

Answer 48

choose if it is voice, chat, or task

Question 49

if you want a queue to handle different channels but with different priorities, what should you do?

Answer 49

add the queue twice with the different priorities

Question 50

how do you set up queue based routing?

Answer 50

1. Create a queue for each skill you want for routing 2. create routing profiles 3. Configure agent settings to assign routing profiles to them

Question 51

queue

Answer 51

holds contacts waiting to be answered by agents