Q44 — AWS SAP-C02 Ch.1

Question 44 of 75 | ← Chapter 1

Q119. A company has deployed an Amazon Connect contact center. Contact center agents are reporting large numbers of computer-generated calls.The company is concerned about the cost and productivity effects of these calls. The company wants a solution that will allow agents to flag the call as spam and automatically block the numbers from going to an agent in the future.What is the MOST operationally efficient solution to meet these requirements?

• A. Customize the Contact Control Panel (CCP) by adding a flag call button that will invoke an AWS Lambda function that calls the UpdateContactAttributes API.Use an Amazon DynamoDB table to store the spam numbers. Modify the contact flows to look for the updated attribute and to use a Lambda function to read and write to the DynamoDB table ✓
• B. Use a Contact Lens for Amazon Connect rule that will look for spam calls. Use an Amazon DynamoDB table to store the spam numbers. Modify the contact flows to look for the rule and to invoke an AWS Lambda function to read and write to the DynamoDB table
• C. Use an Amazon DynamoDB table to store the spam numbers. Create a quick connect that the agents can transfer the spam call to from the Contact Control Panel(CCP). Modify the quick connect contact flow to invoke an AWS Lambda function to write to the DynamoDB table
• D. Modify the initial contact flow to ask for caller input. If the agent does not receive input, the agent should mark the caller as spam. Use an AmazonDynamoDB table to store the spam numbers. Use an AWS Lambda function to read and write to the DynamoDB table

Correct Answer: A. Customize the Contact Control Panel (CCP) by adding a flag call button that will invoke an AWS Lambda function that calls the UpdateContactAttributes API.Use an Amazon DynamoDB table to store the spam numbers. Modify the contact flows to look for the updated attribute and to use a Lambda function to read and write to the DynamoDB table

Explanation

The MOST operationally efficient solution to meet these requirements is option A, which is to customize the Contact Control Panel (CCP) by adding a flag call button that will invoke an AWS Lambda function that calls the UpdateContactAttributes API. Use an Amazon DynamoDB table to store the spam numbers. Modify the contact flows to look for the updated attribute and to use a Lambda function to read and write to the DynamoDB table. This solution allows agents to easily flag calls as spam with the click of a button in the CCP. The Lambda function can then update the contact attributes to indicate that the call is spam and also add the phone number to the DynamoDB table of spam numbers. Future calls from that number can be automatically blocked without going to an agent, improving productivity. Option B is not as operationally efficient because it uses Contact Lens for Amazon Connect, which is designed for analyzing customer interactions rather than blocking spam calls. Option C requires the agent to transfer the call to a quick connect, which adds extra steps and potential delays to the process. Option D is not as efficient because it relies on the agent to manually mark the caller as spam, which may not happen consistently and could result in additional costs and reduced efficiency. 2023-05-03- C改为A。