This is the introductory course of the Amazon Connect curriculum. We discuss the fundamental capabilities of Amazon Connect. This course describes the tools that simplify working with an omnichannel contact center. We introduce the roles that are integral to an Amazon Connect implementation, and we follow a contact center agent’s daily activity with helping customers.

• Course level: Fundamental
• Duration: 45minutes

Activities

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

Course objectives

In this course, you will learn to:

• Explain the basic features and functionality of Amazon Connect
• Introduce the administrator console and Contact Control Panel (CCP)
• Demonstrate core agent functionality in an omnichannel contact center

Intended audience

This course is intended for:

• Contact center agents and managers in communication with internal or external customers
• 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 those in roles of agents, administrators, quality analysts, supervisors, call center managers, developers, and 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:

• Familiarity with contact center operations
• Conceptual knowledge of cloud-based contact centers

Course outline

Module 1: Introduction to Amazon Connect

•       Overview
•       Benefits of Amazon Connect
•       Getting started
•       Use cases
•       Amazon Connect features
•       Technical considerations

Module 2: Understanding Roles

•       Purpose of roles
•       Security profiles
•       Admin console basic navigation

Module 3: Day in the Life of an Agent

•       Starting the day in the CCP
•       Setting up the CCP
•       Troubleshooting issues
•       System check
•       Agent status options
•       Setting the communication channel
•       Working with a call/chat/task
•       Ending the day in the CCP

Module 4: Additional Features

•       Amazon Connect Voice ID
•       Amazon Connect Customer Profiles
•       Amazon Connect Wisdom

Module 5: Summary

•       Summary of each lesson
•       Course assessment
•       Additional resources