Amazon Connect > interview_cheatsheet_flashcards_v2 > Flashcards

interview_cheatsheet_flashcards_v2

(329 cards)

Study These Flashcards
1
Q

API

A

Application Programming Interface; how one computer talks to another Section 1: Amazon Connect Development Fundamentals

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2
Q

Web API

A

Collection of endpoints that supply data to applications Section 1: Amazon Connect Development Fundamentals

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3
Q

REST API

A

API using HTTP methods; client sends request server returns JSON Section 1: Amazon Connect Development Fundamentals

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4
Q

HTTP Methods

A

GET (retrieve) | POST (create) | PUT/PATCH (update) | DELETE (remove) Section 1: Amazon Connect Development Fundamentals

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5
Q

Endpoint

A

Specific URL where API is accessed (servicename.region.amazonaws.com) Section 1: Amazon Connect Development Fundamentals

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6
Q

URI

A

Unique address/path identifying specific resource within API Section 1: Amazon Connect Development Fundamentals

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7
Q

Request Body

A

JSON data sent with PUT/POST containing resource info Section 1: Amazon Connect Development Fundamentals

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8
Q

Response Body

A

JSON data returned by API after processing Section 1: Amazon Connect Development Fundamentals

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9
Q

Status Codes

A

2xx success | 4xx client error | 5xx server error Section 1: Amazon Connect Development Fundamentals

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10
Q

Error Codes

A

403 = permissions | 429 = throttling | 404 = not found Section 1: Amazon Connect Development Fundamentals

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11
Q

AWS CLI

A

Command line tool to run Connect operations and script bulk tasks Section 1: Amazon Connect Development Fundamentals

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12
Q

SDK (Boto3)

A

Python library for Connect API calls; handles auth and retries Section 1: Amazon Connect Development Fundamentals

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13
Q

AWS SDK for Node.js

A

JavaScript library using async/await for API calls Section 1: Amazon Connect Development Fundamentals

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14
Q

Postman Collection

A

Container organizing API requests; shares auth config Section 1: Amazon Connect Development Fundamentals

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15
Q

Why Test in Postman First

A

Validates endpoints | auth | request format before coding Section 1: Amazon Connect Development Fundamentals

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16
Q

SigV4

A

AWS Signature Version 4; authentication method for Connect APIs Section 1: Amazon Connect Development Fundamentals

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17
Q

Access Key ID

A

Part 1 of IAM credentials (AKIA…) Section 1: Amazon Connect Development Fundamentals

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18
Q

Secret Access Key

A

Part 2 of IAM credentials; must be kept secure Section 1: Amazon Connect Development Fundamentals

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19
Q

Session Token

A

Temporary credential when assuming IAM role Section 1: Amazon Connect Development Fundamentals

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20
Q

Lambda API Authentication

A

Uses IAM role; SDK handles auth automatically Section 1: Amazon Connect Development Fundamentals

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21
Q

Least Privilege

A

Only give IAM roles the permissions they need Section 1: Amazon Connect Development Fundamentals

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22
Q

TPS Limits

A

Most Connect APIs cap at 2 transactions/second Section 1: Amazon Connect Development Fundamentals

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23
Q

Burst Rate

A

Max concurrent requests before throttling kicks in Section 1: Amazon Connect Development Fundamentals

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24
Q

429 TooManyRequestsException

A

Error when request rate exceeds TPS limits Section 1: Amazon Connect Development Fundamentals

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25
Exponential Back-off
Retry strategy doubling wait time (1s | 2s | 4s...) Section 1: Amazon Connect Development Fundamentals
26
Retry Mode
Algorithm SDK uses: legacy | standard | adaptive Section 1: Amazon Connect Development Fundamentals
27
API Chaining
Multiple API calls in sequence; output becomes input for next Section 2: Amazon Connect APIs Intermediate
28
Pagination (NextToken)
Loop until no token returned to get all results Section 2: Amazon Connect APIs Intermediate
29
MaxResults
Parameter specifying max resources returned per call (often 100) Section 2: Amazon Connect APIs Intermediate
30
Recoverable vs Unrecoverable Errors
404 log and continue; 403 stop everything Section 2: Amazon Connect APIs Intermediate
31
ResourceNotFoundException
Resource doesn't exist in instance Section 2: Amazon Connect APIs Intermediate
32
AccessDeniedException
Insufficient permissions for operation Section 2: Amazon Connect APIs Intermediate
33
SearchQueues / SearchUsers
Find resources by criteria before acting on them Section 2: Amazon Connect APIs Intermediate
34
UpdateUserRoutingProfile
Change agent's routing profile in bulk Section 2: Amazon Connect APIs Intermediate
35
CreateQuickConnect
Create quick connect and returns unique ID Section 2: Amazon Connect APIs Intermediate
36
AssociateQueueQuickConnects
Tie quick connects to queues Section 2: Amazon Connect APIs Intermediate
37
UpdatePhoneNumberMetadata
Update phone number description Section 2: Amazon Connect APIs Intermediate
38
CreateRule / ListRules
Migrate Contact Lens rules between instances Section 2: Amazon Connect APIs Intermediate
39
DescribeRule
Get detailed rule config before creating copy Section 2: Amazon Connect APIs Intermediate
40
ActionType
ActionType - What a Contact Lens rule does when triggered. Examples: ASSIGN_CONTACT_CATEGORY (tags the contact with a category) | CREATE_TASK (creates a follow-up task) | GENERATE_EVENTBRIDGE_EVENT (sends event to EventBridge) | SEND_NOTIFICATION (alerts supervisor) Section 2: Amazon Connect APIs Intermediate
41
TriggerEventSource
What activates rule: post-call analysis | real-time chat Section 2: Amazon Connect APIs Intermediate
42
PublishStatus
Rule state: PUBLISHED (active) or DRAFT (inactive) Section 2: Amazon Connect APIs Intermediate
43
Contact Events
Notifications during contact lifecycle in Connect Section 3: Amazon Connect and Amazon EventBridge Intermediate
44
Contact Lifecycle
Journey from initiation through disconnection Section 3: Amazon Connect and Amazon EventBridge Intermediate
45
Event Types
INITIATED | QUEUED | CONNECTED_TO_AGENT | DISCONNECTED | CONTACT_DATA_UPDATED Section 3: Amazon Connect and Amazon EventBridge Intermediate
46
Event Attributes
Context data: timestamps | agent ID | queue ID | channel Section 3: Amazon Connect and Amazon EventBridge Intermediate
47
Routing Events
Contact enters queue | routed to agent Section 3: Amazon Connect and Amazon EventBridge Intermediate
48
State Change Events
Contact state transitions Section 3: Amazon Connect and Amazon EventBridge Intermediate
49
Property Update Events
Changes in contact attributes or routing criteria Section 3: Amazon Connect and Amazon EventBridge Intermediate
50
Channel
Communication method: VOICE | CHAT | TASK Section 3: Amazon Connect and Amazon EventBridge Intermediate
51
initiationMethod
How contact originated: Inbound | Outbound | Transfer | Callback | API Section 3: Amazon Connect and Amazon EventBridge Intermediate
52
Real-time Streaming
Events streamed immediately to EventBridge Section 3: Amazon Connect and Amazon EventBridge Intermediate
53
EventBridge
Serverless event bus receiving real-time contact events Section 3: Amazon Connect and Amazon EventBridge Intermediate
54
EventBridge Rule
Configuration defining match criteria and actions Section 3: Amazon Connect and Amazon EventBridge Intermediate
55
Event Pattern
Conditions for rule activation; filter by channel | queueArn | eventType Section 3: Amazon Connect and Amazon EventBridge Intermediate
56
anything-but Clause
Exclude specific event types from triggering Section 3: Amazon Connect and Amazon EventBridge Intermediate
57
Source
Event origin identifier (aws.connect) Section 3: Amazon Connect and Amazon EventBridge Intermediate
58
detail-type
Event classification (Amazon Connect Contact Event) Section 3: Amazon Connect and Amazon EventBridge Intermediate
59
Target
Where events go: Lambda | Firehose | CloudWatch | SNS | SQS | Step Functions Section 3: Amazon Connect and Amazon EventBridge Intermediate
60
Five Target Limit
Max targets per EventBridge rule Section 3: Amazon Connect and Amazon EventBridge Intermediate
61
Abandoned Call
Contact disconnects before reaching agent Section 3: Amazon Connect and Amazon EventBridge Intermediate
62
Queue Wait Time
Duration contact waits before agent connection Section 3: Amazon Connect and Amazon EventBridge Intermediate
63
Informed Decision-Making
Using events for real-time dashboards and strategic planning Section 3: Amazon Connect and Amazon EventBridge Intermediate
64
Contact Record (CTR)
JSON document with interaction details: timestamps | phone | queues | agents Section 4: Amazon Connect Data Streaming Intermediate
65
When CTRs Published
At contact end; republished when attributes updated Section 4: Amazon Connect Data Streaming Intermediate
66
CTR Availability
Available in Connect for 24 months; stream to S3 for longer Section 4: Amazon Connect Data Streaming Intermediate
67
Contact Records Use Cases
Data retention compliance | third-party WFM/reporting Section 4: Amazon Connect Data Streaming Intermediate
68
Agent Events
LOGIN | LOGOUT | STATE_CHANGE | HEART_BEAT (every 120 sec) Section 4: Amazon Connect Data Streaming Intermediate
69
Agent Events Use Cases
Custom dashboards | supervisor alerts | WFM integration Section 4: Amazon Connect Data Streaming Intermediate
70
Kinesis Data Streams
Real-time streaming; custom processing; manual scaling; you manage shards yourself Section 4: Amazon Connect Data Streaming Intermediate
71
Kinesis Features
24hr retention (up to 7 days); requires shard management Section 4: Amazon Connect Data Streaming Intermediate
72
When to Use Kinesis
Custom processing | multiple consumers | real-time analytics Section 4: Amazon Connect Data Streaming Intermediate
73
Firehose
Fully managed delivery to S3/Redshift/OpenSearch; auto-scales Section 4: Amazon Connect Data Streaming Intermediate
74
Firehose Features
No storage; direct delivery; basic transformations only Section 4: Amazon Connect Data Streaming Intermediate
75
When to Use Firehose
Simple delivery to storage | no custom processing needed Section 4: Amazon Connect Data Streaming Intermediate
76
Producer
Source that sends payloads to Kinesis in near real time Section 4: Amazon Connect Data Streaming Intermediate
77
Consumer
Application that reads/processes payloads from stream; actively pulls and processes data (e.g. Lambda reading from Kinesis) Section 4: Amazon Connect Data Streaming Intermediate
78
Fan-out Pattern
One stream to multiple consumers simultaneously Section 4: Amazon Connect Data Streaming Intermediate
79
Why Fan-out
Concurrent streaming to S3 + Lambda + OpenSearch Section 4: Amazon Connect Data Streaming Intermediate
80
Base64 Encoding
Kinesis events encoded; must decode before processing Section 4: Amazon Connect Data Streaming Intermediate
81
KMS Encryption
Producer needs kms:GenerateDataKey | consumer needs kms:Decrypt Section 4: Amazon Connect Data Streaming Intermediate
82
JSON to Parquet
Firehose converts format; columnar = faster queries because analytics tools scan just columns needed instead of entire rows Section 4: Amazon Connect Data Streaming Intermediate
83
Customer Profiles Streaming
Real-time export when profiles created/modified; pushes changes out to other systems Section 4: Amazon Connect Data Streaming Intermediate
84
CurrentAgentSnapshot / PreviousAgentSnapshot
Track agent state transitions Section 5: Amazon Connect Integrations Intermediate
85
Available State
Only routable state where agents receive contacts Section 5: Amazon Connect Integrations Intermediate
86
Contacts Property
Array with info about contacts agent is handling Section 5: Amazon Connect Integrations Intermediate
87
Contact Lens SEGMENTS
Real-time utterances | transcripts | sentiment | categories Section 5: Amazon Connect Integrations Intermediate
88
Contact Lens Analytics Types
Post-call and real-time analytics Section 5: Amazon Connect Integrations Intermediate
89
Contact Lens Use Cases
Sentiment alerts | issue reporting | compliance/training Section 5: Amazon Connect Integrations Intermediate
90
Utterance Object
Speaker ID | spoken text | identifiers | time offsets Section 5: Amazon Connect Integrations Intermediate
91
Transcript Object
Participant info | text | sentiment | IssuesDetected array Section 5: Amazon Connect Integrations Intermediate
92
Categories Object
Matched categories and detection points Section 5: Amazon Connect Integrations Intermediate
93
StreamingEventType
STARTED | SEGMENTS | COMPLETED | FAILED Section 5: Amazon Connect Integrations Intermediate
94
API Gateway
Managed service to create/publish/secure APIs Section 5: Amazon Connect Integrations Intermediate
95
API Gateway Resources
Endpoints like /outbound-calls for actions Section 5: Amazon Connect Integrations Intermediate
96
Direct AWS Service Integration
API Gateway calls Connect API directly Section 5: Amazon Connect Integrations Intermediate
97
Lambda Proxy Integration
API Gateway invokes Lambda for complex operations Section 5: Amazon Connect Integrations Intermediate
98
StartOutboundVoiceContact
API to initiate outbound calls programmatically Section 5: Amazon Connect Integrations Intermediate
99
Click-to-Call
Customer requests callback from website Section 5: Amazon Connect Integrations Intermediate
100
Amazon Pinpoint
Send outbound SMS; 2FA | confirmations | campaigns Section 5: Amazon Connect Integrations Intermediate
101
Outbound Campaigns
List import | schedule | time-zones | caller-ID | pacing Section 5: Amazon Connect Integrations Intermediate
102
Async Chat
Customer leaves and resumes; 25-hour max; Lex timeout up to 24 hrs Section 5: Amazon Connect Integrations Intermediate
103
AWS Lambda
Serverless compute that runs code in response to triggers Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
104
Lambda Function
Code package that executes when triggered Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
105
Serverless Computing
Running code without managing servers Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
106
Event-Driven Compute
Computing triggered by events | not continuous processing Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
107
Subsecond Metering
Billed in 1ms increments; no charges when idle Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
108
Invoke AWS Lambda Function Block
Flow block that calls Lambda synchronously Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
109
8-Second Timeout
Max time flow waits for Lambda response Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
110
ContactData
Event object with channel | phone number | contact ID | attributes Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
111
Parameters
Custom key-value pairs passed from flow to Lambda Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
112
STRING_MAP vs JSON
STRING_MAP = flat key-value; JSON = nested objects Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
113
Lambda Return Data
Available as External attributes; name = property returned Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
114
Lambda Layers
Reusable packages/dependencies for performance Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
115
Environment Variables
Store instance ID | ARNs for cross-environment reuse Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
116
Lambda Aliases
Pointer to specific version; weighted routing for rollouts Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
117
Weighted Alias
Route traffic between versions (80/20 split for testing) Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
118
Cross-Region Lambda
Use AssociateLambdaFunction API + resource-based IAM policy Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
119
Lambda Triggers
S3 | SNS | SQS | DynamoDB | API Gateway | CloudWatch/EventBridge Section 6: Amazon Connect Flows Lambda Integrations Fundamentals
120
Async Pattern
First Lambda returns immediately | second runs long process | third checks Section 7: Amazon Connect Flows Lambda Integrations Intermediate
121
Step Functions
Orchestrate multi-step workflows exceeding timeout limits Section 7: Amazon Connect Flows Lambda Integrations Intermediate
122
20-Second Limit
Max for sequence of Lambda calls in a flow Section 7: Amazon Connect Flows Lambda Integrations Intermediate
123
Process Tracker
DynamoDB record to monitor async process status Section 7: Amazon Connect Flows Lambda Integrations Intermediate
124
Structured Error Response
Return operation | result | error type for branching Section 7: Amazon Connect Flows Lambda Integrations Intermediate
125
Success vs Error Branch
Flow paths based on Lambda outcome Section 7: Amazon Connect Flows Lambda Integrations Intermediate
126
Error Branch Scenarios
Timeout | invalid response | retry errors | response too large Section 7: Amazon Connect Flows Lambda Integrations Intermediate
127
Retry Mechanism
Add prompt asking caller to try again on error Section 7: Amazon Connect Flows Lambda Integrations Intermediate
128
CloudWatch Logs
Automatically captures Lambda function logs Section 7: Amazon Connect Flows Lambda Integrations Intermediate
129
CloudWatch Logs Insights
Query by ContactFlowModuleType = InvokeExternalResource Section 7: Amazon Connect Flows Lambda Integrations Intermediate
130
Filter Patterns
Extract specific log events of interest Section 7: Amazon Connect Flows Lambda Integrations Intermediate
131
Flow Log Group Path
/aws/connect/ Section 7: Amazon Connect Flows Lambda Integrations Intermediate
132
ContactFlowErrors Metric
Number of times error branch was run Section 7: Amazon Connect Flows Lambda Integrations Intermediate
133
ContactFlowFatalErrors Metric
Flow failed due to system error Section 7: Amazon Connect Flows Lambda Integrations Intermediate
134
Observability
Ability to understand internal state through logs | metrics | traces Section 7: Amazon Connect Flows Lambda Integrations Intermediate
135
Streams API
Library to embed CCP and subscribe to real-time events Section 8: Amazon Connect Custom CCP Fundamentals
136
CCP (Contact Control Panel)
Web app agents use to handle contacts Section 8: Amazon Connect Custom CCP Fundamentals
137
Context
Structured data representing current state of contact/agent/connection Section 8: Amazon Connect Custom CCP Fundamentals
138
Events
State changes for interfaces; apps listen to update UI Section 8: Amazon Connect Custom CCP Fundamentals
139
Handlers
Callback routine called after event; defines action that follows Section 8: Amazon Connect Custom CCP Fundamentals
140
Interfaces
APIs providing access to agent | contact | and connection events Section 8: Amazon Connect Custom CCP Fundamentals
141
connect.core.initCCP()
Initialize CCP in your web app (mandatory first step) Section 8: Amazon Connect Custom CCP Fundamentals
142
Core API
Initialize Streams library; verify setup for event listening Section 8: Amazon Connect Custom CCP Fundamentals
143
SAML / loginUrl
SSO configuration in initCCP() call Section 8: Amazon Connect Custom CCP Fundamentals
144
loginPopup / loginOptions
Configure popup window for login Section 8: Amazon Connect Custom CCP Fundamentals
145
Agent API
agent.onStateChange() | agent.onRoutable() | agent.onOffline() | agent.onNotRoutable() Section 8: Amazon Connect Custom CCP Fundamentals
146
Contact API
contact.onConnecting() | contact.onAccepted() | contact.onConnected() | contact.onEnded() Section 8: Amazon Connect Custom CCP Fundamentals
147
Connection API
connection.hold() | connection.resume() | connection.isActive() | connection.getContactId() Section 8: Amazon Connect Custom CCP Fundamentals
148
connect.agent() Method
Subscribe to agent events; runs when agent logs in Section 8: Amazon Connect Custom CCP Fundamentals
149
connect.contact() Method
Set up handlers for contact state changes Section 8: Amazon Connect Custom CCP Fundamentals
150
Customer Profiles
Unified customer view embedded in agent app Section 8: Amazon Connect Custom CCP Fundamentals
151
Amazon Q in Connect
AI recommendations to agents in real time Section 8: Amazon Connect Custom CCP Fundamentals
152
ChatJS
Extends Streams for chat interactions; custom chat widget Section 8: Amazon Connect Custom CCP Fundamentals
153
TaskJS
APIs/events for handling task contacts Section 8: Amazon Connect Custom CCP Fundamentals
154
VDI Audio Optimization
Streams parameters for VDI environments Section 8: Amazon Connect Custom CCP Fundamentals
155
connect.getLog().download()
Export CCP logs in JSON for troubleshooting Section 8: Amazon Connect Custom CCP Fundamentals
156
CCP Log Parser Tool
User-friendly format for log analysis Section 8: Amazon Connect Custom CCP Fundamentals
157
Consistent Experience Benefit
Maintain UI/UX across business applications Section 8: Amazon Connect Custom CCP Fundamentals
158
Enhanced Flexibility Benefit
Fully customize CCP look | feel | integrations Section 8: Amazon Connect Custom CCP Fundamentals
159
Infrastructure as Code (IaC)
Managing infrastructure through code | not manual processes Section 9: Amazon Connect Infrastructure as Code Fundamentals
160
When to Use CloudFormation
Basic deployments | light programming skills | declarative YAML/JSON Section 9: Amazon Connect Infrastructure as Code Fundamentals
161
When to Use CDK
Complex deployments | frequent iteration | developer-friendly tools Section 9: Amazon Connect Infrastructure as Code Fundamentals
162
CloudFormation
YAML/JSON templates for declarative resource deployment Section 9: Amazon Connect Infrastructure as Code Fundamentals
163
CloudFormation Components
Description | Parameters | Mappings | Conditions | Resources | Outputs Section 9: Amazon Connect Infrastructure as Code Fundamentals
164
Nested Stacks
Break up resources; avoids 200-resource limit per template Section 9: Amazon Connect Infrastructure as Code Fundamentals
165
Application Composer
Visual mode to drag/drop resources; Canvas and Template modes Section 9: Amazon Connect Infrastructure as Code Fundamentals
166
!Ref Function
Reference parameters or resources in CloudFormation Section 9: Amazon Connect Infrastructure as Code Fundamentals
167
!Sub Function
Insert dynamic content in strings (like account ID) Section 9: Amazon Connect Infrastructure as Code Fundamentals
168
!GetAtt Function
Access attribute values of resources in template Section 9: Amazon Connect Infrastructure as Code Fundamentals
169
AWS CDK
Define infrastructure in code (TypeScript | Python); compiles to CloudFormation Section 9: Amazon Connect Infrastructure as Code Fundamentals
170
Constructs
CDK building blocks; import aws-connect | aws-s3 | aws-kinesis Section 9: Amazon Connect Infrastructure as Code Fundamentals
171
CfnParameter
CDK construct for deployment-time parameters Section 9: Amazon Connect Infrastructure as Code Fundamentals
172
cdk init app
Create new CDK project in empty folder Section 9: Amazon Connect Infrastructure as Code Fundamentals
173
cdk deploy
Builds CloudFormation template and deploys it Section 9: Amazon Connect Infrastructure as Code Fundamentals
174
npm install / npm run build
Install dependencies and build CDK app Section 9: Amazon Connect Infrastructure as Code Fundamentals
175
Instance Alias
Unique name required when creating Connect instance Section 9: Amazon Connect Infrastructure as Code Fundamentals
176
Storage Associations
Link S3 bucket and KMS key to instance Section 9: Amazon Connect Infrastructure as Code Fundamentals
177
ContactflowLogs
Global setting for flow log streaming to CloudWatch Section 9: Amazon Connect Infrastructure as Code Fundamentals
178
ContactLens
Global setting for conversational analytics Section 9: Amazon Connect Infrastructure as Code Fundamentals
179
AutoResolveBestVoices / UseCustomTTSVoices
Amazon Polly settings Section 9: Amazon Connect Infrastructure as Code Fundamentals
180
DNIS-based Routing
Phone number dialed determines which config to load Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
181
Multi-tenant
One flow serves multiple clients; config-driven from DynamoDB Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
182
Graceful Degradation
If advanced features fail | IVR still works with basic routing Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
183
Baseline First Approach
Start with simplest working version | then layer features Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
184
Saved vs Published
Saved = stored but not live; Published = active in production Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
185
bootstrap-config Table
LOB settings by PhoneNumber (partition key) Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
186
ivr-routing-config Table
Intent/utterance mappings by PhoneNumber Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
187
prompts-table
Shared prompts by FlowName (partition key) Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
188
employee-directory Table
Dial-by-name/extension lookup by extension Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
189
bootstrap-config-api Lambda
Returns LOB config (hours | queues | settings) Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
190
prompts-api Lambda
Returns prompts from DynamoDB for dynamic greetings Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
191
ivr-router Lambda
Fuzzy matches utterances > Bedrock LLM > KB RAG fallback Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
192
employee-lookup Lambda
Handles dial-by-name/extension; returns status codes Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
193
Lex for Speech-to-Text
Captures caller speech; intent matching in Lambda Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
194
RouteIntent / FallbackIntent
Both invoke ivr-router Lambda Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
195
Lex Fulfillment
Must be Active + Use Lambda function checked Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
196
Lex Draft vs Numbered Versions
Draft is editable; numbered are immutable snapshots Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
197
PROD Alias
Points to specific bot version; Connect references alias Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
198
Session Attributes
action | response | plus params (QueueArn | PhoneNumber) Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
199
Actions
Queue | ExternalXfer | DialByExtension | DialByName | Info | Voicemail | LLMPrompt Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
200
Bootstrap Attributes
CallForwarding | EmergencyClosureEnabled | HOO | Recording | Analytics | LanguageMenu | RNG Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
201
Status Codes (employee-lookup)
201 = found | 202 = multiple matches | 204 = not found Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
202
Dial-by-Name DTMF
Caller presses numbers to spell name (SMITH = 76484) Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
203
Bedrock Knowledge Base
RAG for dynamic answers from indexed documents Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
204
KVS (Kinesis Video Streams)
Captures voice recording for voicemail Section 10: Multi-Tenant IVR Architecture (Portfolio Project)
205
CI/CD
Continuous Integration and Continuous Deployment Section 11: CI/CD and Version Control
206
Continuous Integration (CI)
Auto build/test on every commit; catch bugs early Section 11: CI/CD and Version Control
207
Continuous Deployment (CD)
Auto deploy after tests pass Section 11: CI/CD and Version Control
208
Continuous Delivery
Ready to deploy but requires manual approval Section 11: CI/CD and Version Control
209
Pipeline
Series of automated steps: build | test | deploy Section 11: CI/CD and Version Control
210
Build Stage
Compiles code | installs dependencies | packages application Section 11: CI/CD and Version Control
211
Test Stage
Runs unit | integration | smoke tests Section 11: CI/CD and Version Control
212
Deploy Stage
Pushes code to dev | staging | or production Section 11: CI/CD and Version Control
213
Artifact
Packaged version ready to deploy (zip | docker image) Section 11: CI/CD and Version Control
214
Approval Gate
Manual step before production deployment Section 11: CI/CD and Version Control
215
Rollback
Revert to previous version when deployment fails Section 11: CI/CD and Version Control
216
Blue-Green Deployment
Two identical environments; switch traffic between them Section 11: CI/CD and Version Control
217
Canary Deployment
Gradually roll out to small percentage first Section 11: CI/CD and Version Control
218
Feature Flag
Toggle features on/off without deploying new code Section 11: CI/CD and Version Control
219
Git
Distributed version control; every developer has full copy Section 11: CI/CD and Version Control
220
Repository (Repo)
Folder with project files and change history Section 11: CI/CD and Version Control
221
Commit
Snapshot of project at specific point with message Section 11: CI/CD and Version Control
222
Branch
Separate line of development for features Section 11: CI/CD and Version Control
223
Tag
Named reference to specific commit (releases) Section 11: CI/CD and Version Control
224
Semantic Versioning
MAJOR.MINOR.PATCH Section 11: CI/CD and Version Control
225
.gitignore
Files/folders Git should ignore Section 11: CI/CD and Version Control
226
Clone
Creates local copy of remote repository Section 11: CI/CD and Version Control
227
Push
Uploads local commits to remote Section 11: CI/CD and Version Control
228
Pull
Downloads changes and merges into local branch Section 11: CI/CD and Version Control
229
Fetch
Downloads changes but doesn't merge Section 11: CI/CD and Version Control
230
Stash
Temporarily saves uncommitted changes Section 11: CI/CD and Version Control
231
Merge
Combines changes from one branch into another Section 11: CI/CD and Version Control
232
Pull Request (PR)
Request to merge changes; allows code review Section 11: CI/CD and Version Control
233
Merge Conflict
Git can't auto-combine; manual resolution needed Section 11: CI/CD and Version Control
234
Rebase
Moves commits from one branch onto another Section 11: CI/CD and Version Control
235
Cherry-pick
Apply specific commit to another branch Section 11: CI/CD and Version Control
236
AWS CodePipeline
Orchestrates build | test | deploy stages Section 11: CI/CD and Version Control
237
AWS CodeBuild
Compiles code and runs tests Section 11: CI/CD and Version Control
238
AWS CodeDeploy
Automates deployments to EC2 | Lambda | ECS Section 11: CI/CD and Version Control
239
GitHub Actions
CI/CD built into GitHub Section 11: CI/CD and Version Control
240
Jenkins
Open source automation server for CI/CD Section 11: CI/CD and Version Control
241
def
Define a function Section 12: Python for Lambda
242
lambda
Anonymous one-line function Section 12: Python for Lambda
243
Lambda Structure (Python)
def lambda_handler(event | context): return {} Section 12: Python for Lambda
244
dict
Key-value pairs in curly braces (like JSON objects) Section 12: Python for Lambda
245
list
Ordered collection in square brackets Section 12: Python for Lambda
246
tuple
Immutable ordered collection in parentheses Section 12: Python for Lambda
247
None
Python's null; intentionally empty value Section 12: Python for Lambda
248
True/False
Boolean values (capitalized in Python) Section 12: Python for Lambda
249
if/elif/else
Conditional branching Section 12: Python for Lambda
250
for loop
Iterate over sequences (for item in list:) Section 12: Python for Lambda
251
while loop
Loop while condition is true Section 12: Python for Lambda
252
try/except
Wrap risky code to handle errors gracefully Section 12: Python for Lambda
253
raise
Explicitly throw an exception Section 12: Python for Lambda
254
import
Bring in modules (import boto3) Section 12: Python for Lambda
255
from/import
Import specific items (from datetime import datetime) Section 12: Python for Lambda
256
list comprehension
[x for x in list if condition] - concise list building Section 12: Python for Lambda
257
dict comprehension
{k: v for k | v in items} - concise dict building Section 12: Python for Lambda
258
.get()
Safely get dict value with default (event.get('key' | 'default')) Section 12: Python for Lambda
259
.items()
Get key-value pairs from dict Section 12: Python for Lambda
260
.keys() / .values()
Get just keys or values from dict Section 12: Python for Lambda
261
f-string
f"Hello {name}" - embed variables in strings Section 12: Python for Lambda
262
.format()
"Hello {}".format(name) - older string formatting Section 12: Python for Lambda
263
json.loads()
JSON string to Python dict Section 12: Python for Lambda
264
json.dumps()
Python dict to JSON string Section 12: Python for Lambda
265
boto3.client()
Create service client (boto3.client('connect')) Section 12: Python for Lambda
266
boto3.resource()
Higher-level service resource Section 12: Python for Lambda
267
os.environ
Access environment variables (os.environ['TABLE_NAME']) Section 12: Python for Lambda
268
isinstance()
Check variable type Section 12: Python for Lambda
269
len()
Get length of list | string | dict Section 12: Python for Lambda
270
enumerate()
Loop with index (for i | item in enumerate(list):) Section 12: Python for Lambda
271
zip()
Combine two lists into pairs Section 12: Python for Lambda
272
const
Variable you can't reassign; use for most things Section 13: JavaScript for Lambda
273
let
Variable you can reassign Section 13: JavaScript for Lambda
274
var
Old way with weird scoping; avoid Section 13: JavaScript for Lambda
275
Arrow Function
() => {} shorter modern syntax; Lambda functions use this Section 13: JavaScript for Lambda
276
Lambda Structure (JS)
exports.handler = async (event | context) => { } Section 13: JavaScript for Lambda
277
async/await
Makes async code read like sync; handler must be async Section 13: JavaScript for Lambda
278
Promise
Object representing eventual completion of async operation Section 13: JavaScript for Lambda
279
try/catch
Wrap risky code to handle errors gracefully Section 13: JavaScript for Lambda
280
forEach
Loop through arrays Section 13: JavaScript for Lambda
281
map
Transform each item into something new Section 13: JavaScript for Lambda
282
filter
Keep only items matching condition Section 13: JavaScript for Lambda
283
find
Get first matching item Section 13: JavaScript for Lambda
284
Destructuring
Extract multiple values in one line Section 13: JavaScript for Lambda
285
Spread Operator
... expands array or object Section 13: JavaScript for Lambda
286
Template Literal
Backticks with embedded expressions Section 13: JavaScript for Lambda
287
JSON.parse
String to JavaScript object Section 13: JavaScript for Lambda
288
JSON.stringify
JavaScript object to string Section 13: JavaScript for Lambda
289
null
Intentionally empty value you set Section 13: JavaScript for Lambda
290
undefined
Variable declared but not assigned Section 13: JavaScript for Lambda
291
=== vs ==
Triple equals checks type and value; always use === Section 13: JavaScript for Lambda
292
Truthy/Falsy
Falsy: 0 | "" | null | undefined; everything else truthy Section 13: JavaScript for Lambda
293
@aws-sdk/client-connect
Import Connect client for API calls Section 13: JavaScript for Lambda
294
ConnectClient
Create client instance with region config Section 13: JavaScript for Lambda
295
SendCommand Pattern
await client.send(new CommandName(params)) Section 13: JavaScript for Lambda
296
Common Commands
GetContactAttributesCommand | UpdateContactAttributesCommand | StartOutboundVoiceContactCommand Section 13: JavaScript for Lambda
297
Error Handling (SDK)
try/catch around client.send(); check error.name for specific exceptions Section 13: JavaScript for Lambda
298
Credentials
SDK auto-uses Lambda's IAM role; no hardcoding needed Section 13: JavaScript for Lambda
299
IAM Role
Container for permissions; assumed by services Section 14: IAM and Security
300
IAM Policy
JSON document defining allowed/denied actions Section 14: IAM and Security
301
Principal
Entity making request (user | role | service) Section 14: IAM and Security
302
Programmatic Access
Permission for apps/services to use API Section 14: IAM and Security
303
Policy Document
JSON with Effect | Action | Resource Section 14: IAM and Security
304
Statement
Individual permission block in policy Section 14: IAM and Security
305
Sid
Statement ID; unique label for identification Section 14: IAM and Security
306
Effect
Allow or Deny Section 14: IAM and Security
307
Action
Specific operation being performed Section 14: IAM and Security
308
Resource
AWS entity being accessed Section 14: IAM and Security
309
Condition
Circumstances when policy applies Section 14: IAM and Security
310
ARN
Amazon Resource Name; unique identifier for AWS resources Section 14: IAM and Security
311
MFA
Multi-Factor Authentication; extra verification layer Section 14: IAM and Security
312
KMS
Key Management Service for encryption keys Section 14: IAM and Security
313
Secrets Manager
Store and rotate secrets Section 14: IAM and Security
314
Amazon Connect
Cloud-based omnichannel contact center from AWS Section 15: Amazon Connect Core Concepts
315
Contact vs Case
Contact = single interaction; Case = record tracking over time Section 15: Amazon Connect Core Concepts
316
Contact Flow
Visual workflow defining customer experience Section 15: Amazon Connect Core Concepts
317
Modular Design
Break big flows into smaller reusable ones Section 15: Amazon Connect Core Concepts
318
Transfer Flow
Runs during transfers Section 15: Amazon Connect Core Concepts
319
Whisper Flow
Plays just before agent and customer connect Section 15: Amazon Connect Core Concepts
320
Hold Flow
Runs while contact is on hold Section 15: Amazon Connect Core Concepts
321
Routing Profile
Assigns queues and priorities to agents Section 15: Amazon Connect Core Concepts
322
Contact Queue
Waiting area holding contacts for agents Section 15: Amazon Connect Core Concepts
323
Quick Connect
Saved transfer targets (agents | queues | numbers) Section 15: Amazon Connect Core Concepts
324
Contact Attribute
Named data field (key-value pair) on contact Section 15: Amazon Connect Core Concepts
325
System vs User-Defined Attributes
Built-in vs custom attributes Section 15: Amazon Connect Core Concepts
326
Amazon Lex
Bot service using intents | utterances | slots Section 15: Amazon Connect Core Concepts
327
Amazon Polly
Text-to-speech with SSML control Section 15: Amazon Connect Core Concepts
328
Amazon Kendra
Enterprise search with natural language Section 15: Amazon Connect Core Concepts
329
Amazon Bedrock
Managed foundation models for generative AI; powers LLM prompts and RAG Section 15: Amazon Connect Core Concepts
Amazon Connect
flashcards
Decks in class (62)
# Cards
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