UM+ : Amazon Connect

Capital One is migrating from ________ to _________ as its voice/call routing and call recording platform

• Amazon Connect to Sage

• Cisco to Amazon Connect

• Nice to Amazon Connect

• Cisco to IRIS tool

What is SAGE?

• Voice and call recording platform

• Amazon Connect platform

• The quality/call playback tool

• New Cisco platform

How do we access the Amazon connect console?

• By double clicking the Amazon Connect Icon on your desktop

• Download the application from the software center

• Get the link from the CRWEB

• You will be provided a link to launch the Amazon Connect Console

Sage is the new quality call recording tool that will launch alongside with Amazon Connect in __________

• September

• October

• November

• December

Under Real-Time Metrics, where do we access the grouping of routing profiles showing the contacts and agents?

• Queues

• Agents

• Routing Profiles

• Contact search

Under Real-Time Metrics, Amazon connect provides out of box reporting views that can be customize by selecting the gear icon on the right-hand side of the display. What do you need to select in order allow you to customize view of different metrics including agent’s name?

• Metrics

• Filers

• Time Range

• Table Settings

What are the 3 types of report offered by Historical metrics using Amazon Connect?

• Filers, Metrics and Time Range

• Queues, Agents and Phone Numbers

• Time Range, Phone Numbers and Filters

• Agents, Metrics and Phone number

What do we need to enter to the NICE engage form when scoring the call?

• Account ID

• Segment ID

• Unique Contact ID

• Phone Numbers

What is our default browser when using Sage?

• Internet Explorer

• Safari

• Firefox

• Chrome

If you need to search using a wildcard card through Sage, you need to add ________ to the end of your search

• Pound sign

• Asterisk

• None

• Comma