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

The Administering and Configuring Amazon Connect (ACAC) course is a 4-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.

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
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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

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
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: Invoke a Lambda Function
Building a Lex Bot
Lab 10: Build a Lex Bot

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