ACAC: Administering and Configuring Amazon Connect (ACAC)

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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

Prerequisites