AWS- - Administration and Configuring of Amazon Connect (ACAC)

The Administration and Deployment of Amazon Connect 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 lab environment emulates a typical deployment and provides each learner with a dedicated instance of Amazon Connect. Learners initially create a stable lab environment by performing basic configuration using approved validation procedures.

Course topics include setting up accounts, navigating the Amazon Connect Dashboard, configuring basic Contact Flows to establish the customer experience, and performing day-to-day operational tasks. The course also includes advanced features that focus on creating custom call queues, defining contact attributes, using Polly and SSML in Contact Flows, and creating a typical Call Center Agent operating environment. Configuring more complex Contact Flows utilizing Lex Bots and Lambda provides experience integrating with other AWS services. Functional testing and problem isolation are featured in the Monitoring, Recording, and Reporting module.

Note: Amazon Connect is not available in all countries; a notable exception includes India.

Student Testimonials

Instructor did a great job, from experience this subject can be a bit dry to teach but he was able to keep it very engaging and made it much easier to focus. Student
Excellent presentation skills, subject matter knowledge, and command of the environment. Student
Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect. Student

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Each attendee must have a telephony device with local call access, and a PC/laptop with audio/video capability.

Detailed Class Syllabus

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
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

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
Lab 15: Configure Callback

Module 7: Reporting

Lab 16: Configure Reporting
Module 8: System Verification and Troubleshooting
Troubleshooting Amazon Connect
Lab 17: Review of System Verification Functions