ACAC: Administering and Configuring Amazon Connect (ACAC)
About this Course
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.
Audience Profile
At Course Completion
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