In this 4-day, hands-on instructor-led class, learners initially create a stable lab environment by performing basic configuration using approved validation procedures. 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. The course outline and lab activities are listed below:

Modules:

• 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

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