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Flashcards

Contact

One interaction: a call, chat, task, or email. A transfer usually creates another contact linked by PreviousContactId and NextContactId.

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Instance

The Connect container in one Region. It holds users, flows, queues, and numbers. A new account starts at two instances per Region.

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Contact flow

The visual program a contact runs. The JSON form is the flow language.

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Flow module

A published, reusable piece of a flow. Invoke module runs it. Return ends it. Default quota is 200 modules.

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Contact attribute

A string key and value stored on the contact. Lambda, Lex, and Set contact attributes write them. Screen pop reads them.

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Customer queue flow

The interruptible flow that runs while the customer waits, before an agent joins.

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Whisper flow

Audio played to one party immediately before the customer and agent are joined.

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Working queue

The queue selected by Set working queue. Transfer to queue uses it.

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Routing profile

The list of queues an agent can receive, with channel concurrency, priority, and delay.

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Priority

A number on a queue inside a routing profile. A lower number is served first.

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Delay

Seconds a contact must wait before an agent with that profile can receive it.

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Routing criteria

Ordered steps that tighten or relax who can take the contact. The successor idea to precision-queue steps.

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Proficiency

A level on a predefined attribute for an agent. Default quota is 10 proficiencies per agent.

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Queue

Where a contact waits. Standard queues hold customers. Agent queues hold transfers to a specific user, 10 contacts each by default.

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Hours of operation

The weekly schedule and time zone attached to a queue. Check hours of operation reads it. Overrides cover holidays.

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Quick connect

A one-click transfer target: a user, a queue, or an external number.

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DID

A direct inward dial number. In the US it is carried by one carrier and priced per day plus per minute.

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Toll-free number

A number the caller does not pay long-distance to dial. US toll-free numbers are registered with SOMOS and can use more than one carrier.

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UIFN

Universal International Freephone number. One of the four number types Connect sells, with DID, toll-free, and shared cost.

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Porting

Moving a number from another carrier onto Connect. The quota page points you at the same Support form used for quota increases.

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CCP

Contact Control Panel. The browser phone and contact UI the agent uses.

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Agent workspace

The fuller desktop around the CCP: profiles, cases, step-by-step views, and third-party apps.

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Streams API

The amazon-connect-streams library. It embeds or replaces the CCP and listens to agent and contact events.

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Softphone media

The WebRTC audio path. It needs outbound UDP 3478 to the Regional TurnNlb domain.

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TURN

The relay used when the browser cannot send media directly. The error text names turn:TurnNlb-....elb.region.amazonaws.com:3478.

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Lex V2

The bot service Get customer input calls. Connect stores intent and slots on the contact.

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Intent

What Lex thinks the caller wants. The flow branches on it.

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Slot

A value Lex fills, such as an order id. The flow copies it into an attribute.

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Agent assist

The 4 Aug 2026 name for the feature previously called Amazon Q in Connect, which itself included Wisdom.

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Amazon Q in Connect

The 2023 name for generative assistance. The admin guide renamed it agent assist on 4 Aug 2026. IAM still shows the wisdom prefix.

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Wisdom

The 2020 preview name for agent search and recommendations. Folded into Amazon Q in Connect on 28 Nov 2023.

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Connect assistant block

Associates an AI agents domain with the contact so recommendations can run.

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Agentic CX

A block that hands the contact to an Agentic CX Designer application and routes on the exit condition.

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Live Sync

The 4 Aug 2026 name for Voice+. Priced at 0.01 USD per minute on top of the channel. Trial through 30 Nov 2026 is not billed.

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Conversational analytics

The 4 Aug 2026 name for Contact Lens: transcripts, sentiment, redaction, summaries, and categories.

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Contact Lens

The former name of conversational analytics. The product page says the function remains.

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Real-time analytics

Rules on a live contact, announced 1 Dec 2020. Default quota is 300 concurrent real-time analytics calls.

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Post-contact summary

A generated summary after the contact. Preview 28 Nov 2023, generally available 25 Mar 2024.

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Evaluation form

A quality scorecard. Preview 29 Nov 2022, generally available 26 Apr 2023. Now part of performance evaluations.

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CTR

Contact trace record. The JSON document for a finished contact, streamed to Kinesis or Firehose.

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Agent event stream

Near real-time Kinesis stream of login, logout, status, and contact join. This is the WFM adherence feed.

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Flow log

A CloudWatch log of each block. Set logging behavior turns it on. The log group is under the instance.

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Lambda synchronous timeout

At most 8 seconds. The function's own timeout can be longer. The flow still takes the Error or Timeout branch at 8 seconds.

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Lambda asynchronous mode

The flow continues without waiting. You can wait up to 60 seconds with a Wait block. A sequence of Lambda calls must finish within 20 seconds.

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String map

A flat object of string keys and string values. One of the two Lambda response shapes.

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Customer Profiles

The profile store. Connect-generated profiles are priced differently from profiles that contain imported data.

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Identity resolution

The rules that merge profile records from CRM, orders, and contacts into one customer.

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Case

A durable issue that can span many contacts. Cases became generally available on 3 Oct 2022.

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Task

A unit of work with no live media. Default concurrent quota is 2500. Tasks can be scheduled up to 90 days ahead.

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Security profile

What a user may do in the admin site and the CCP. Different from an IAM policy.

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IAM policy

What an AWS principal may call. Connect, Profiles, Cases, and agent assist use different IAM prefixes.

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Service-linked role

The role AWS creates so Connect can write to S3, CloudWatch, and other services you name.

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KMS key policy

The key's own allow list. Recordings stay unreadable if the key does not trust the Connect role.

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SAML

The federated sign-in option. The assertion must carry the routing profile, security profile, and role.

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IAM Identity Center

A common identity provider in front of Connect. It still speaks SAML to the instance.

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Global Resiliency

The supported multi-Region design. Pairs are us-east-1 with us-west-2, eu-central-1 with eu-west-2, and ap-northeast-1 with ap-northeast-3.

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Traffic distribution group

The object that splits telephony and agent sign-in across the two Regions in 10 percent steps.

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Replica instance

The linked instance created by ReplicateInstance. Flows, users, queues, and profiles are copied. S3 prompts are not.

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Connect Customer

The name used from 28 Apr 2026 for the contact center product previously called Amazon Connect.

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Connect Customer Basic

The form of the product that does not include every Connect Customer feature. Voice on this form is listed at 0.018 USD per minute plus telephony.

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Voice ID

Caller authentication and a fraudster watchlist. New customers stopped 20 May 2025. Support ended 20 May 2026.

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Outbound campaign

Proactive voice, SMS, or email. The name replaced high-volume outbound communications on 20 Jun 2022. Voice minutes are 0.045 USD on Connect Customer.

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Check call progress

The block that branches on answering-machine detection. Campaign flows only.

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Persistent chat

A chat that can go quiet without holding a concurrent-chat slot the way an abandoned idle chat does.

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WhatsApp

A third-party messaging channel counted inside the concurrent chat quota. Connect Customer prices the message at 0.014 USD before delivery fees.

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Email thread

Replies within 90 days stay on the same thread. Later replies start a new one.

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Data table

Rows the Data Table block can read or write inside a flow. Defaults: 100 tables, 5 primary attributes, 1000 values.

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Show view

Renders a step-by-step view in the agent workspace.

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External Tool

Invokes a tool through an Amazon Bedrock AgentCore gateway.

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Start media streaming

Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.

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Screen recording

Records the agent desktop. On the Basic price list it is 0.006 USD per minute.

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Forecasting and agent scheduling

The 4 Aug 2026 name for native WFM: forecast, capacity, schedules, and adherence.

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Schedule adherence

How closely an agent's actual status matched the published schedule. Native metrics appear after schedules are published. Third-party WFM reads agent events.

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Shrinkage

The fraction of paid time that is not handling contacts. Erlang staffing divides raw agents by one minus shrinkage.

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Service level

The share of contacts answered inside a target wait. Queue.Duration on the CTR is the usual clock.

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Occupancy

Handle time plus ACW, divided by signed-in time that was available for work. Agent events supply the clocks.

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ACW

After contact work. The agent is still busy after the customer leaves. It counts in occupancy and in the concurrent task and email quotas.

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E911

US enhanced 911. For a US agent, Connect can send a validated civic address with a direct 911 call from the CCP.

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933

The test number that reads back the originating number and the address. Use it instead of a real 911 test. A non-emergency 911 call is described as a 100 USD penalty.

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CivicAddress

The contact attribute that carries the E911 address as a JSON string. Keys include country, A1, A3, HNO, RD, STS, and PC.

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ValidateE911Address

The Amazon Chime API that checks an address against the Master Street Address Guide before you store it.

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Salesforce CTI Adapter

A managed package plus a serverless app that embeds the CCP in Salesforce.

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SCC-AC

Salesforce Contact Center with Amazon Connect. Voice stays on Connect. Messaging can be Connect or Salesforce.

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ServiceNow Voice

The ServiceNow integration that imports flows, maps queues to Advanced Work Assignment, and can attach AI voice agents.

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Teams chat bridge

A published pattern: a Teams app, Azure Bot Service, API Gateway, Lambda, and StartChatContact. It is chat, not a phone trunk.

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External voice connector

Analytics on audio that stays on another platform. The appendix lists 0.032 USD per minute and 100 USD per connector per day.

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CloudWatch

Metrics and flow logs. Alarm at 80 percent of a quota, which is the operations guidance in the email quota note.

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Kinesis Data Streams

The durable stream for CTRs and agent events when more than one consumer must read them.

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Kinesis Data Firehose

The delivery path into S3. It buffers. Silence for five minutes is the point to check the error prefix.

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Kinesis Video Streams

Live audio for third-party recorders. Start media streaming opens it. Customer and agent audio are separate tracks.

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EventBridge

The bus for contact events if you want a rule, not a stream consumer.

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S3 recording object

The WAV Connect writes when recording is on. Third-party QM tools often import this object plus the CTR.

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Erlang

The unit of traffic. One Erlang is one hour of call time in one hour. Calls per hour times AHT in hours.

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Erlang C

The probability a contact waits when there are N agents and A Erlangs, assuming infinite queue and random arrivals.

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AHT

Average handle time. Talk plus hold plus ACW, unless your report defines it more narrowly. Say which one you used.

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Region pair

The only Regions Global Resiliency links. Osaka is a replica Region for Tokyo, and inbound delivery there can take up to 20 seconds.

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Option 1 network allow list

Domains instead of the whole EC2 and CloudFront IP ranges. Recommended. Test more than 200 calls. An error rate above 2 percent means the proxy may be the problem.

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Stateless firewall

Must allow the browser's ephemeral UDP range back in, or media fails even when 3478 is allowed outbound.

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my.connect.aws

The current instance domain. awsapps.com is the old domain the docs say is going away.

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Concurrent calls quota

Default 10 active PSTN and WebRTC calls. This is the first capacity gate on a new instance.

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Quota lead time

Small raises can be hours. Large ones can take up to three weeks. A worldwide raise can take months.

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Cloud Practitioner

The foundational AWS Certification. It covers the shared vocabulary of accounts, Regions, and billing. It is not a Connect exam.

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Solutions Architect - Associate

The associate exam that best matches the AWS services a Connect design uses.

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Communications Specialist badge

A Skill Builder and Credly badge. Pass mark is 80 percent. It is not an AWS Certification exam.

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Advanced Networking - Specialty

The networking specialty exam. Last day to take it is 31 December 2026.

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Calling search space

CUCM's list of partitions a phone may dial. The Connect cousin is a routing profile, and they do not configure each other.

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CSQ

A UCCX contact service queue. Map it to a Connect queue, not to a routing profile.

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Precision queue

A UCCE queue with attribute steps. Map the steps to routing criteria, not to one flat skill group.

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Finesse

The Cisco agent desktop. The Connect cousins are the CCP, the agent workspace, and a Streams application.

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CUIC

Cisco Unified Intelligence Center. The Connect cousins are real-time metrics, historical metrics, and the CTR.

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VDN

An Avaya vector directory number. Map it to a phone number plus the flow that number starts.

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Partition

CUCM's dial-plan bucket. Connect has no partitions. Numbers are claimed, ported, or reached with Transfer to phone number.

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Shared responsibility

AWS runs the Region, the softphone service, and the multi-tenant platform. You run flows, IAM, keys, numbers, quotas, and the agent network.

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Flow language action

One JSON step. Types are contact, participant, interaction, or flow control.

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Error branch

The path a block takes when it fails. An unconnected error branch ends the contact.

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Screen pop

Opening the customer record when the contact arrives. Connect does this with attributes, Profiles, and a workspace app. It is not a CTI cable.

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AppIntegrations

The account-level service that attaches data and event integrations. Default is 20 data integrations per Region.

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Hook

A supported place to attach the next system: a stream, an event, a block, or a workspace view. Build on a hook instead of scraping the CCP.

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Mind map

The one-page picture of which system owns telephony, the agent, the record, the score, and the emergency call.

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Quality management

Scoring contacts against a form, coaching from the score, and keeping the recording that proves it.

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Redaction

Removing sensitive data from a transcript or recording. Conversational analytics can redact. Confirm the rule before you promise a regulator it is on.

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Category

A rules match on words, sentiment, or silence. Supervisors subscribe to categories. They are not intents.

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Intraday forecast

A rest-of-day volume prediction. Native forecasting updates it every 15 minutes.

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Capacity plan

How many agents you need for a service level, a handle time, and a shrinkage assumption.

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Time-off rule

The constraint native scheduling uses when an agent requests leave. It is not the same object as hours of operation.

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Origination number

The caller ID sent with an outbound or 911 call. Responders can call it back only if that number accepts inbound calls.

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Master Street Address Guide

The address database ValidateE911Address checks. A free-typed address is not enough.

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On-site notification

The task the 911 whisper flow creates so security or HR knows a 911 call was placed.

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Dual-run

Keeping the old platform and Connect both able to receive the number while you compare flows, reports, and failover.

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Rollback

The tested path back to the old platform or the other Region. A port without a rollback date is not a plan.

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Get metrics block

Reads real-time queue and agent metrics into attributes so a flow can branch on them.

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Interrupt agent

Offers a contact to a named agent even if that agent is at maximum concurrency or in a custom status.

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Touchtone buffer

Lets the caller type ahead. Set Touchtone Buffer Behavior controls it.

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Distribute by percentage

Sends a share of contacts down each branch. Use it for a measured pilot, not for skills.

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Analytics data lake

Zero-ETL contact data that Athena or QuickSight can query. Previewed 28 Nov 2023.

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GetMetricDataV2

The metrics API you want for new dashboards. It is the current metrics call, as opposed to the older GetMetricData.

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Historical metrics

Interval reports: 15 minutes, 30 minutes, daily, or total. They are not the real-time board.

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Real-time metrics

The live agent, queue, and routing-profile board. It is eventually consistent. Do not use it as a per-call audit.

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CloudFormation AWS::Connect::ContactFlow

A stack resource whose content is flow-language JSON. Use it to move a flow between instances.

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Terraform aws_connect_bot_association

Attaches a Lex V2 alias to the instance. The flow still has to select that alias.

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Resource policy

A policy on the resource, such as Lambda, that allows connect.amazonaws.com to invoke it. An identity policy on a user is not enough.

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32 KB response

The practical ceiling called out for a Lambda payload Connect will consume. Larger or nested payloads take the error branch when the block expects a string map.

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Claimed number

A number Connect hosts. The default quota is 10 per instance, and the first claim can still fail until Support clears it.

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Shared cost number

A number type where the caller pays a local share. Sold per day, like DID, toll-free, and UIFN.

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In-app calling

Voice from a web or mobile widget. Audio is an extra 0.010 USD per minute on top of the voice service charge.

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Video connection

0.015 USD per minute per participant in the appendix, plus the voice charge. Video calling does not support VDI.

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Apple Messages for Business

Counted in the concurrent chat quota with SMS and WhatsApp.

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Campaign concurrent calls

Default quota is 0. Until you raise it, campaign calls hear a fast busy.

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User hierarchy

Up to five levels of groups for reporting lines. The quota is 500 groups across all levels.

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Agent status

Available, offline, or a custom status. The quota is 50 statuses and it is not adjustable.

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After contact work timeout

How long ACW may last. Per-channel auto-accept and ACW timeouts were called out in the February 2026 document history.

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Step-by-step guide

A view that tells the agent the next click. Previewed in the workspace on 29 Nov 2022.

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Knowledge base

The content agent assist searches. Default quota is 10 knowledge bases and 5000 content items each.

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Guardrail

The control that keeps a generated answer inside the knowledge you provided. If you cannot show the source article, do not treat the answer as a fact.

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Fallback intent

The Lex intent used when nothing else matches. Point it at a person, not at a loop.

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DTMF

Keypad tones. Get customer input and Store customer input read them. Lex can also consume them.

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SSML

Markup for text-to-speech. Set voice chooses the language and voice the prompt uses.

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Prompt

A stored audio file or a TTS string. Default quota is 500 prompts.

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Disconnect flow

Runs after the contact ends. Use it for surveys. Do not use it to keep the caller on the line.

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Hold flow

What the customer hears on hold. Loop prompts is the usual block.

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Callback

Set callback number, then a queue callback, so the caller does not wait on the phone. The queue still needs agents.

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Queue callback

A contact that waits without an open media leg, then Connect dials the customer when an agent is free.

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Transfer to phone number

Sends the contact to the PSTN. This is how Connect reaches a CUCM route point or a Teams Phone number.

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Side-by-side

CUCM or Webex keeps enterprise extensions. Connect keeps the public contact center number. They meet by transfer, not by a shared dial plan.

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Webex Contact Center

A competing Cisco CCaaS. It is not a connector you install under Connect. During a move you dual-run numbers.

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Genesys Architect

The Genesys flow tool. Map each Architect task to a Connect block. Map in-queue audio to a customer queue flow.

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Avaya vector

The Avaya step list. Announcements become Play prompt. Route-to becomes a transfer. Collect becomes Get customer input.

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Recording bucket policy

The S3 policy that lets the Connect role put objects. A private bucket with no policy produces a silent missing recording.

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Cross-account KVS

A third-party recorder in another account needs the stream ARN from the contact event and an IAM role that can read the stream.

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Adherence feed

Agent events in, schedule from WFM. The comparison is the adherence number. Without the stream, the WFM tool only has history.

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Shard

A Kinesis capacity slice. One shard is a common starting point for agent events and is too small when a second consumer appears.

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ContactId join

The key that ties the flow log, the CTR, the recording, the agent event, and the CRM activity. Lose it and the ecosystem cannot be audited.

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Future hook

A supported extension point you can adopt later without rewriting the flow: EventBridge, streams, views, data tables, or External Tool.

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NLX

The name on the 22 Jun 2026 preview of Agentic CX designer. Generally available 2 Sep 2026.

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Nova Sonic

The speech model named in the 30 Nov 2025 agentic self-service announcement.

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Manager assist

A preview assistant for supervisors asking operational questions in natural language. Announced in preview 10 Mar 2026.

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Four solutions

As of the 28 Apr 2026 AWS News Blog, the Amazon Connect family is Customer, Health, Decisions, and Talent. This campus teaches Customer.

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Health, Decisions, Talent

The other three solutions in the family. They are not settings inside a contact center instance.

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Estimate

A price you computed from the public rate card on a named date. It is not an invoice. Taxes, surcharges, and country telephony rates still apply.

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Predefined attribute

A name and value you create so routing can test it. connect:Language already exists. A custom name cannot start with aws: or connect:.

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Routing step

One requirement inside routing criteria, with a timer. After the timed steps expire, the contact goes to the longest available agent who has the queue.

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Preferred agent step

A routing step that names up to 10 user IDs. The contact stays with those agents until the timer ends, even if they are offline.

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Short-term forecast

A volume and handle-time forecast that updates daily. The forecasting page says to use it for scheduling up to 18 weeks ahead.

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Long-term forecast

A forecast that updates weekly, on the weekday you created it. The forecasting page says to use it for capacity planning up to 64 weeks ahead.

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Forecast interval

The 15-minute or 30-minute grain for short-term forecasts and schedules. Set it once, before forecast groups. It cannot be changed.

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Hiring plan

A capacity plan for long-term full-time equivalents, up to 64 weeks. It needs a long-term forecast and a short-term forecast.

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Scheduling plan

A capacity plan of headcount by the short-term interval. It needs a published short-term forecast. Plan override is not available.

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Speech analytics

Conversational analytics on a voice contact. The enable page requires agent and customer call recording.

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Evaluation form

Sections and questions used to score a contact. Answers can be automated from categories or from a model, then the form is activated.

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CTI Adapter

The Amazon Connect package that places a WebRTC CCP inside Salesforce. The admin guide says to install it in a sandbox first.

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Flex Salesforce embed

Twilio's guide for putting the Flex agent UI in Salesforce, or Salesforce inside Flex. It is not an Amazon Connect connector page.

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