Amazon Connect: Implementing Task on Connect

This is a course within the Amazon Connect curriculum. Become familiar with the configurations and rules for Amazon Connect Tasks. Walk through the various ways to create and schedule tasks to make your contact center more efficient. Use task reporting options to gain more visibility into your contact center and customers’ needs.

• Course level: Intermediate
• Duration: 60 minutes

Activities

This course includes presentations, e-learning interactions, video, and knowledge checks.

Course objectives

In this course, you will learn to do the following:

• Explain the benefits of Amazon Connect Tasks.
• Select and build an Amazon Connect Tasks solution that best accomplishes your company goals.
• Describe the process of creating and scheduling tasks.
• Analyze real-time and historical metrics to track activities and contact interactions.

Intended audience

This course is intended for the following:

•        Technical professionals who work with, or would like to work with, the implementation, maintenance, and optimization of the contact center.

The primary audience is small, medium, and enterprise contact center professionals. This includes the roles of agents, administrators, quality analysts, supervisors, call center managers, developers, and Amazon Web Services (AWS) partners. We assume that the audience might have general to extensive experience and knowledge of contact centers.

Prerequisites

We recommend that attendees of this course have the following:

• Completion of the Introduction to Amazon Connect and the Contact Control Panel (CCP) course
• Completion of the Introduction to Amazon Connect Administrative Interface course
• Completion of the Creating and Managing Amazon Connect Instances course
• Familiarity with contact centers and managing contact center agents
• Authorization to perform all relevant actions in the AWS Console, including AWS Identity and Access Management (IAM roles)
• Authorization to perform all relevant actions in Amazon Connect, including Security Profiles
• Access to contact center and analytics data
• Foundational knowledge of a form of skills-based routing

Course outline

Lesson 1: How to Use This Course

Lesson 2: Introduction to Amazon Connect Tasks

•       What is Amazon Connect Tasks?
•       Common contact center challenges
•       Benefits
•       How do Amazon Connect Tasks work?
•       Features of Amazon Connect Tasks
•       Why choose Amazon Connect Tasks?
•       Amazon Connect Tasks use cases
•       Amazon Connect Tasks experience
•       Check your knowledge
•       Summary

Lesson 3: Configure and Set Up Amazon Connect Tasks

•       Configuring the agent routing profile for tasks
•       Setting agent capacity
•       Set channel priorities and delays
•       Set up agents with a quick connect
•       Test tasks
•        Summary

Lesson 4: Create tasks in Amazon Connect 

•       Different ways to create tasks

•       Create a task manually
•       Create a task using a template
•       Create a task from a contact flow
•       Create a task from an API

•       Schedule a task
•       When do tasks end?
•       Check your knowledge
•       Summary

Lesson 5: Using Applications with Prebuilt Integrations to Orchestrate Tasks

•       Benefits
•       How do customers use it?
•       How does it work?
•       How to identify opportunities
•       Set up prebuilt integrations

•       Salesforce
•       Zendesk

•       Check your knowledge
•       Summary

Lesson 6: Using Rules to create a task in Amazon Connect to Create Amazon Connect Tasks

•       What are rules?
•       Benefits of using rules with tasks
•       Use third-party integration rules to create a task
•       Use a rule with real-time or post-call analysis to create a task
•       Set up a rule
•       Conditions and types of matches
•       Steps to create rules to orchestrate a task
•       Conditions and types of matches
•       Check your knowledge
•       Summary

Lesson 7: Amazon Connect Tasks Reporting 

•       Two report types for Amazon Connect Tasks
•       When to use real-time tasks reports
•       When to use historical metrics reports
•       Amazon Connect Tasks metrics
•       Custom service levels for tasks
•       Configure a custom service level on a tasks report
•       Search for a task
•       Check your knowledge
•       Summary

Lesson 8: Considerations

•       Amazon Connect Tasks service quotas

•       Queues per routing profile per instance
•       Concurrent active tasks per instance
•       Task template service quotas
•       Miscellaneous task service quotas

•       Summary

Lesson 9: Course Summary

•      Benefits
•       Features of Amazon Connect Tasks
•       Amazon Connect Tasks experience
•       Ways to create tasks
•       Use reports with tasks
•       Considerations
•       Moving forward

Lesson 10: Course Assessment

Lesson 11: Additional Resources

Lesson 12: Feedback