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.
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Instructor was outstanding. Knowledgeable, presented well, and class timing was perfect.
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Prerequisites
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
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: 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