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 AWS Certified Solutions Architect - Associate (SAA-CO3): AWS Official Exam Guide

 Started with reddit: To get the API Key for reddit: https://www.reddit.com/prefs/apps once registered: Then, we need to submit a request to get the token: https://old.reddit.com/wiki/api or token will be displayed directly.  From the above screenshot: client id would be the hashcode in the bold username: user_agent secret: would be the hashcode mentioned as secret.  Open BB Terminal, and type the below command: /keys/reddit -i <clientid> -s <secret> -u <redditHandleName> -p <yourpassword> -a US ER_AGENT Upon registering the key, BB Terminal should display this when you do a keys list: Checking status... Defined, test passed reddit     REDDIT                     Defined, test passed    

 Built-in reports i.e., out of box connect reporting: 1. Real-time metrics reports: - Reports show real-time or near real-time metrics information about your activity in your contact center - 15 second refresh rate - configure metrics to display in a tabular format - a report can contain multiple tables - save and share reports - download reports as CSV files - https://docs.aws.amazon.com/connect/latest/adminguide/real-time-metrics-reports.html 2. Historical metrics reports : - Reports include data about completed activities and performance in your contact center - Categories: CTR-driven metrics and Agent activity-driven metrics - schedule reports - save and share reports - download reports as CSV files - https://docs.aws.amazon.com/connect/latest/adminguide/historical-metrics.html 3. Login/Logout reports : - Displays login and logout information for the agents in your contact center - schedule reports - save and share reports - download reports as CSV files - https://docs.aws.amazon.c

 - CTR data model includes these fields: 1.  AGENT : Information about agent who accepted the incoming contact.      - AgentInteractionDuration <Integer> : time in seconds agent interacted with customer. (For outbound calls, time in seconds that agent was connected to a contact, even if customer is not present).      - AfterContactWorkDuration <Integer>: The difference in time in seconds between AfterContactWorkStartTimestamp and AfterContactWorkEndTimestamp     - AfterContactWorkEndTimestamp: date and time when agent stopped doing ACW in UTC     - AfterContactWorkStartTimestamp: data and time when agent started doing ACW in UTC      - ARN: Amazon Resource Name of the agent     - ConnectedToAgentTimeStamp: data and time when the contact was connected to the agent in UTC     - CustomerHoldDuration: time in whole seconds, that the customer spent on hold while connected to the agent     - HierarchyGroups: the agent hierarchy groups for the agent     - LongestHoldDuration: long

 Contact states appear in 2 places: 1. Real-time metrics reports 2. Agent Event stream aws documentation: https://docs.aws.amazon.com/connect/latest/adminguide/about-contact-states.html#ctr-events Events in the contact record: A contact record is opened for a customer when they are connected to your contact center. The contact record is completed when the interaction with the flow or agent ends (that is, the agent has completed the ACW and cleared the contact). This means it's possible for a customer to have multiple contact records. The following diagram shows when a contact record is created for a contact. It shows three contact records for a contact: The first record is created when the contact is connected to Agent 1. The second record is created when the contact is transferred to Agent 2. The third record is created when the contact is connected to Agent 3 during a callback. Contact states in the agent event stream: There are different events that can appear in the lifecycle o

 Amazon connect feature specifications cannot be increased.  Connect feature specifications: - Agent activity retention: 24 months from the time the event occurred - Contact record retention: 24 months from the time the associated contact was initiated. We can stream this to kinesis so you can manage retention and perform advanced analysis - Maximum size of the contact record attributes section: 32KB - Maximum size of a real-time metrics report: 200KB - Searchable custom contact attributes: 50 - Limit on creating and deleting instances: 100 instances can be created or deleted in 30 days.  - Number of calls that a supervisor can listen to at the same time: 1 - Quick connects you can assign to a queue: 700 - Participants on a conference call: 6 (customer, agent, other who can be external third-parties) - When multi-party calls and enhanced monitoring feature is : the number of people who can listen in on the same agent call at the same time.      - NOT ENABLED on your instance: 5