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Proficiencies filter inside a queue — Quiz

Question 1

Which term matches this description? Set callback number, then a queue callback, so the caller does not wait on the phone. The queue still needs agents.

Show the cited answer

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

Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? A number on a queue inside a routing profile. A lower number is served first.

Show the cited answer

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

How Connect Customer uses routing profiles - Amazon Connect Customer AWS docs. last checked 2026-10

Question 3

Which term matches this description? The probability a contact waits when there are N agents and A Erlangs, assuming infinite queue and random arrivals.

Show the cited answer

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

Forecasting & agent scheduling in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

Sources and go deeper

sources.json