AWS Certified Solutions Architect – Professional (SAP-C02) — Question 397

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?

Answer options

• 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 Amazon DynamoDB table to store the spam numbers. Use an AWS Lambda function to read and write to the DynamoDB table.

Correct answer: A

Explanation

Option A is the most operationally efficient solution because customizing the Contact Control Panel (CCP) to trigger the UpdateContactAttributes API via AWS Lambda allows agents to flag spam in real-time, storing the caller's number in Amazon DynamoDB. Subsequent calls can then be automatically blocked in the inbound contact flow by querying this DynamoDB table. Other options either rely on post-call analysis (Option B), require manual transfer steps that do not prevent the initial queue entry (Option C), or degrade the user experience for legitimate callers (Option D).