ADMINISTERING AND CONFIGURING AMAZON CONNECT (ACAC)

Description

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.

Note: Amazon Connect is not available in all countries; a notable exception includes India

What’s included?

  • Authorized Courseware
  • Intensive Hands on Skills Development with an Experienced Subject Matter Expert
  • Hands on practice on real Servers and extended lab support 1.800.482.3172
  • Examination Vouchers & Onsite Certification Testing- (excluding Adobe and PMP Boot Camps)
  • Academy Code of Honor: Test Pass Guarantee
  • Optional: Package for Hotel Accommodations, Lunch and Transportation

Training Solutions

With several convenient training delivery methods offered, The Academy makes getting the training you need easy. Whether you prefer to learn in a classroom or an online live learning virtual environment, training videos hosted online, and private group classes hosted at your site. We offer expert instruction to individuals, government agencies, non-profits, and corporations. Our live classes, on-sites, and online training videos all feature certified instructors who teach a detailed curriculum and share their expertise and insights with trainees. No matter how you prefer to receive the training, you can count on The Academy for an engaging and effective learning experience.

Methods

  • Instructor-Led (the best training format we offer)
  • Live Online Classroom – Online Instructor-Led
  • Self-Paced Video

Speak to an Admissions Representative for complete details

StartFinishPublic PricePublic EnrollPrivate PricePrivate Enroll
11/29/202112/02/2021
12/20/202112/23/2021
01/10/202201/13/2022
01/31/202202/03/2022
02/21/202203/24/2022
03/14/202203/17/2022
04/04/202204/07/2022
04/25/202204/28/2022
05/16/202205/19/2022
06/06/202206/09/2022
06/27/202206/30/2022
07/18/202207/21/2022
08/08/202208/11/2022
08/29/202209/01/2022
09/19/202209/22/2022
10/10/202210/13/2022
10/31/202211/03/2022
11/21/202211/24/2022
12/12/202212/15/2022

Curriculum

Module 1: Introduction to Amazon Connect and related AW Services

  • Amazon Connect overview
  • Amazon Connect and the AWS ecosystem
  • Utilizing additional AWS services with Amazon Connect

Module 2: Configuring the Contact Center 

  • IAM and Console Access
  • Lab 1: Create an AWS Account (Instructor Demo)
  • Create an Amazon Connect Instance
  • Lab 2: Configure an Amazon Connect Instance
  • Configuration Components of Amazon Connect
  • The Dashboard Configuration Guide
  • Lab 3: Create a Basic Configuration for Amazon Connect using the Dashboard

Module 3: Contact Flows 

  • Contact Flow Designer
  • Contact Flow Designer – Blocks
  • Building a Basic Contact Flow (Instructor Demo)
  • Lab 4: Design Contact Flows
  • Queuing
  • Lab 5: Create Custom Queue Logic
  • Contact Attributes
  • Lab 6: Use Contact Attributes
  • Polly and SSML
  • Lab 7: Integrate Amazon Polly and SSML
  • Chat and Contact Flows
  • Lab 8: Configure 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: Screenpops 

  • Screenpops
  • Screenpop with Lambda and DynamoDB (Instructor Demo)
  • Lab 11: Create Screenpop using Lambda and DynamoDB

Module 6: Agents 

  • Agent Hierarchies
  • Lab 12: Define Agent Hierarchy
  • Monitoring Contacts
  • Lab 13: Monitor Calls and Chats
  • Recording Voice Contacts
  • Lab 14: Configure Recording
  • Callback
  • Lab 15: Configure Callback

Module 7: Reporting 

  • Reporting
  • Lab 16: Configure Reporting
  • Module 8: System Verification and Troubleshooting
  • Troubleshooting Amazon Connect
  • Lab 17: Review of System Verification Functions

The Administering and Configuring Amazon Connect course contains the following lab activities – 

  • Lab 1: Create an AWS Account (Instructor Demo)
  • Lab 2: Configure an Amazon Connect Instance
  • Lab 3: Create a Basic Configuration for Amazon Connect using the Dashboard
  • Lab 4: Design Contact Flows
  • Lab 5: Create Custom Queue Logic
  • Lab 6: Use Contact Attributes
  • Lab 7: Integrate Amazon Polly and SSML
  • Lab 8: Configure Chat in a Contact Flow
  • Lab 9: Invoke a Lambda Function
  • Lab 10: Build a Lex Bot
  • Lab 11: Create Screenpop using Lambda and DynamoDB
  • Lab 12: Define Agent Hierarchy
  • Lab 13: Monitor Calls and Chats
  • Lab 14: Configure Recording
  • Lab 15: Configure Callback
  • Lab 16: Configure Reporting
  • Lab 17: Review of System Verification Functions