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The contact center is not the whole operation — Quiz

Question 1

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

Show the cited answer

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

Embed the Connect Customer Contact Control Panel (CCP) into Salesforce - Amazon Connect Customer AWS docs. last checked 2026-10

Question 2

Which term matches this description? The constraint native scheduling uses when an agent requests leave. It is not the same object as hours of operation.

Show the cited answer

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

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

Question 3

Which term matches this description? Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot.

Show the cited answer

Sends live customer audio to Kinesis Video Streams for a third-party recorder or bot. The term is Start media streaming.

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

Sources and go deeper

sources.json