SAP-C02 Question #668: Real Exam Question with Answer & Explanation

Question

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?

Options

• ACustomize the Contact Control Panel (CCP) by adding a flag call button that will invoke an AWS
• BUse a Contact Lens for Amazon Connect rule that will look for spam calls. Use an Amazon
• CUse an Amazon DynamoDB table to store the spam numbers. Create a quick connect that the
• DModify the initial contact flow to ask for caller input. If the agent does not receive input, the agent

Explanation

The company needs an operationally efficient solution for Amazon Connect agents to flag spam calls and automatically block those numbers from reaching agents in the future.

Common mistakes.

• B. Relying solely on Contact Lens rules to identify spam calls is complex and prone to inaccuracies, as detection based on call content or sentiment can be unreliable and doesn't provide a direct agent-flagging mechanism.

Concept tested. Amazon Connect CCP customization and integration for call blocking

Reference. https://docs.aws.amazon.com/connect/latest/adminguide/ccp-developer-guide.html

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