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.
The Administering and Configuring Amazon Connect (ACAC) course is a 3-day, hands-on, instructor-led training intended for administrators, systems engineers, and AWS partners. This lab-intensive course enables learners to implement Amazon Connect as a cloud-native Contact Center. The course contains the following lecture and lab components.
Module 1: Introduction to Amazon Connect and related AW Services
- Amazon Connect overview
- Amazon Connect and the AWS ecosystem
- Utilizing additional AWS services with Amazon Connect
Module 2: Configuring the Contact Center
- IAM and Console Access
- Lab 1: Create an AWS Account (Instructor Demo)
- Create an Amazon Connect Instance
- Lab 2: Configure an Amazon Connect Instance
- Configuration Components of Amazon Connect
- The Dashboard Configuration Guide
- Lab 3: Create a Basic Configuration for Amazon Connect using the Dashboard
Module 3: Contact Flows
- Contact Flow Designer
- Contact Flow Designer – Blocks
- Building a Basic Contact Flow (Instructor Demo)
- Lab 4: Design Contact Flows
- Queuing
- Lab 5: Create Custom Queue Logic
- Contact Attributes
- Lab 6: Use Contact Attributes
- Polly and SSML
- Lab 7: Integrate Amazon Polly and SSML
- Chat and Contact Flows
- Lab 8: Configure Chat in a Contact Flow
Module 4: Advanced Contact Flows
- Calling on a Lambda function
- Lab 9: Invoke a Lambda Function
- Building a Lex Bot
- Lab 10: Build a Lex Bot
Module 5: Screenpops
- Screenpops
- Screenpop with Lambda and DynamoDB (Instructor Demo)
- Lab 11: Create Screenpop using Lambda and DynamoDB
Module 6: Agents
- Agent Hierarchies
- Lab 12: Define Agent Hierarchy
- Monitoring Contacts
- Lab 13: Monitor Calls and Chats
- Recording Voice Contacts
- Lab 14: Configure Recording
- Callback
- Lab 15: Configure Callback
Module 7: Reporting
- Reporting
- Lab 16: Configure Reporting
- Module 8: System Verification and Troubleshooting
- Troubleshooting Amazon Connect
- Lab 17: Review of System Verification Functions
The Administering and Configuring Amazon Connect course contains the following lab activities –
- Lab 1: Create an AWS Account (Instructor Demo)
- Lab 2: Configure an Amazon Connect Instance
- Lab 3: Create a Basic Configuration for Amazon Connect using the Dashboard
- Lab 4: Design Contact Flows
- Lab 5: Create Custom Queue Logic
- Lab 6: Use Contact Attributes
- Lab 7: Integrate Amazon Polly and SSML
- Lab 8: Configure Chat in a Contact Flow
- Lab 9: Invoke a Lambda Function
- Lab 10: Build a Lex Bot
- Lab 11: Create Screenpop using Lambda and DynamoDB
- Lab 12: Define Agent Hierarchy
- Lab 13: Monitor Calls and Chats
- Lab 14: Configure Recording
- Lab 15: Configure Callback
- Lab 16: Configure Reporting
- Lab 17: Review of System Verification Functions
