This course will help you understand how to enable advanced reporting for an Amazon Connect contact center, by processing and querying a collection of data sources with different record structures using services such as Amazon Kinesis, Amazon Athena, AWS Glue, AWS Lambda, AWS Step Functions, and Amazon QuickSight.
- Course level: Advanced
- Duration: 180 minutes
Activities
This course includes presentations and a final assessment.
Course objectives
In this course, you will learn to:
- Set up an Amazon Connect contact center using instances and contact flows.
- Generate real time and historical reports and dashboards using Contact Trace Records, Agent Events, and Contact Flow Logs.
- Test Amazon Connect data schema with Amazon Athena.
- Automate data partitions using AWS Glue Crawlers, AWS Lambda, and AWS Step Functions.
- Query and visualize Amazon Connect data in Amazon QuickSight dashboards.
Intended audience
This course is intended for:
- Technical professionals who work, or would like to work, with contact center technologies
Prerequisites
We recommend that attendees of this course have:
- Completed Amazon Connect Primer or Solutions Training for Partners - Amazon Connect (Technical)
- Familiarity with contact center requirements and technologies
- Familiarity with cloud computing concepts
Course outline
This course covers the following topics:
- About This Course
- Customer Use Case
Module 1: Amazon Connect Basic Setup
- Create a New Instance
- Contact Flow Design
Module 2: Amazon Connect Real-Time Data Streaming
- Amazon Connect Built-in Metrics
- Amazon Connect Contact Trace Records
- Amazon Connect Agent Events
- Amazon Connect Contact Flow Logs
- Recap and Review
Module 3: Getting Started with Amazon Athena
- Introduction to Amazon Athena
- Introduction to AWS Glue
- Test Amazon Connect Data Schema
- Recap and Review
Module 4: Automate Partitions Loading
- Glue Crawlers and Partitioning
- Deploy Lambda and Step Functions
- Review AWS CloudWatch Rules and Schedules
- Load Athena Partitions Manually
- Recap and Review
Module 5: Query and Visualize Amazon Connect Data
- Custom Metrics and KPIs
- Customer Journey Trace
- Explore Contact Trace Records
- Analyze Agent Events
- Visualize Your Data with Amazon QuickSight
- Recap and Review
Module 6: Conclusion
- Test Your Understanding
- Conclusion
