Administering and Configuring Amazon Connect (ACAC)

Course Objectives:

Upon completion of this course, learners will gain proficiency at performing basic configuration and administration of Connect deployments, including integration with commonly deployed AWS services, such as Lambda, Lex, and Polly.

Target Audience:

• Administrators
• Systems engineers
• AWS partners

Prerequisites:

To be successful, attendees must:

• Have a telephony device with local call access and a PC/laptop with audio/video capability
• Complete or have equivalent knowledge of AWS-CLD-ESS or AWS-ESS

Outline

Module 1: Introduction to Amazon Connect and related AWS Services

• Introducing Amazon Connect
• Amazon Connect Differentiators, Features, and Benefits
• Amazon Connect Partners and the AWS ecosystem

Module 2: Instantiating and Configuring the Amazon Connect

• IAM and Console Access
• Lab 1: Creating an AWS Account (Instructor Demo)
• Create an Amazon Connect Instance
• Lab 2: Creating an Amazon Connect Instance
• Configuration Components of Amazon Connect
• The Dashboard Configuration Guide
• Agent Hierarchies
• Security Profiles
• Agent Status and Settings
• Lab 3: Creating a Basic Configuration for Amazon Connect using the Dashboard

Module 3: Contact Flows

• Contact Flow Designer
• Contact Flow Designer – Blocks
• Building a Basic Inbound Contact Flow (Instructor Demo)
• Lab 4: Designing Contact Flows
• Queuing
• Lab 5: Creating Custom Queue Logic
• Contact Attributes
• Lab 6: Using Contact Attributes
• Amazon Polly and SSML
• Lab 7: Integrating Amazon Polly and SSML
• Chat and Contact Flows
• Lab 8: Configuring Chat in a Contact Flow

Module 4: Advanced Contact Flows

• Calling on a Lambda Function
• Lab 9: Invoking a Lambda Function
• Building a Lex Bot
• Lab 10: Building a Lex Bot for Chat and Voice

Module 5: Advanced Features

• Building a screen pop using the Connect Streams API
• Lab 11: Retrieving Data from a Database and Using it in a Contact Flow
• Queued Callback
• Lab 12: Implementing Queued Callback

Module 6: Advanced Agent Configurations

• Quick Connects
• Lab 13: Configuring the Agent and Agent Interface
• Monitoring and Recording Calls and Chats
• Lab 14: Monitoring and Recording Agent Interactions with Contacts

Module 7: Contact Lens

• Contact Lens Overview and Use Cases
• Configuring Contact Lens
• Analyzing a Contact Lens Call
• Creating new Tasks based on Contact Lens Rules
• Lab 15: Integrating Contact Lens

Module 8: Monitoring Metrics, Reports and Dashboards in Amazon Connect

• Real-time Metrics
• Historical Metrics
• Lab 16: Monitoring Metrics and Generating Reports

The Administering and Configuring Amazon Connect course contains the following lab activities –

• Lab 1: Creating an AWS Account (Instructor Demo)
• Lab 2: Creating an Amazon Connect Instance
• Lab 3: Creating a Basic Configuration for Amazon Connect using the Dashboard
• Lab 4: Designing Contact Flows
• Lab 5: Creating Custom Queue Logic
• Lab 6: Using Contact Attributes
• Lab 7: Integrating Amazon Polly and SSML
• Lab 8: Configuring Chat in a Contact Flow
• Lab 9: Invoking a Lambda Function
• Lab 10: Building a Lex Bot for Chat and Voice
• Lab 11: Retrieving Data from a Database and Using it in a Contact Flow
• Lab 12: Implementing Queued Callback
• Lab 13: Configuring the Agent and Agent Interface
• Lab 14: Monitoring and Recording Agent Interactions with Contacts
• Lab 15: Integrating Contact Lens
• Lab 16: Monitoring Metrics and Generating Report