Administering And Configuring Amazon Connect (ACAC)

The Administering and Configuring Amazon Connect 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 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.


Prerequisites:

To be successful, attendees must:

• Have a telephony device with local call access and a PC/laptop with audio/video capability
• Have both Firefox and Chrome installed on their computers OR the administration ability to upload these two browsers
• Complete or have equivalent knowledge of AWS-CLD-ESS or AWS-ESS

Target Audience:

• Administrators
• Systems engineers
• AWS partners

Course Objectives:

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.

Course Outline:

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.


Module 1: Introduction to Amazon Connect and related AWS Services
Module 2: Instantiating and Configuring the Amazon Connect
Module 3: Contact Flows
Module 4: Advanced Contact Flows
Module 5: Advanced Features
Module 6: Advanced Agent Configurations
Module 7: Contact Lens
Module 8: Monitoring Metrics, Reports, and Dashboards in Amazon Connect


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 Reports