Amazon Connect Course Syllabus

Module 1: Cloud Compu ng and AWS (Basic Only)

 Introduc on to Cloud Compu ng, Models, Types, Basic Concept
 Introduc on to AWS, Regions, Availability Zone, Edge loca on, Local Zone
 Iden ty and Access Management
 IAM Concept and Elements
 Root user, IAM User & IAM Group Crea on with Policy
 Security creden als (Access keys, MFA)
 Few AWS Services for Connect with demo
 Elas c Compute Cloud (EC2), Simple storage service (S3)
 SES, Dynamo Db, Cognito, Kinesis (Stream, Video, Firehose)
 Amazon Polly, Transcribe, Lex, Lambda
 Key Management Service (KMS), SQS, SAmazon Q
 Cloud Forma on, CloudShell, Cloudwatch, EventBridge
 AWS Organiza ons and a few more services
 Service Quotas, Billing and Free Tier
 Crea ng an AWS account

Module 2: Cloud Contact Centre Introduc on

 Introduc on to Contact Centre and Components
 Introduc on to Cloud Contact Centre
 Cloud vs. On-Prem Contact Centres
 Different types of Contact centre costs
 Different Cloud CC solu ons and Leaders in Market

Module 3: Amazon Connect Introduc on

 Introduc on to Amazon Connect
 Architecture, Features, Benefits, and Supported Regions
 Supported Languages and Service Quotas
 Telecoms Coverage
 Communica on Channels (Voice, Chat, Task, Email)
 Pricing Model, Costs, and Free Tier
 Amazon Connect CC Requirements
 Agent worksta on/Computer requirements
 Network requirements
 Administrator & CC Engineer requirements
 Amazon Connect Instance Crea on
 Step by Step Connect Instance Crea on
 KMS, Data & Log Storage, Basic Setup and Permissions
 Amazon Connect Instance Brief Info, ARN & More

AMAZON CONNECT BASICS TRAINING SYLLABUS (V12) TECHGYAN360.IN/TRAINING

Module 4: Amazon Connect Console (GUI & CLI)
 Amazon Connect GUI and Various way to login
 Introduc on to the Amazon Connect Console
 Brief about Amazon Connect Console & All Features
 Admin Workspace and Agent Workspace Overview
 Contact Control Panel (CCP)
 Amazon Connect CLI (CloudShell and CLIv2)
 CLI Installa on and Basic Access Key Configura on
 Security creden als for Root & IAM User
 Configura on in Amazon Connect Command Line Interface (CLI)
 Check Unique Iden fiers and ARNs
 Create, Delete, Update, & Basic commands

Module 5: Amazon Connect Architecture and key topics

 Hour of Opera on & Holiday Config (Holiday Overrides)
 Call Queues, Rou ng Profile, and Security Profile
 User/Agent Crea on (Manual, CLI, Bulk)
 Super Admin, Admin, Quality Analyst, Manager, Agent Crea on
 Tags, Agent hierarchy and Access Control
 Rou ng/Contact flow
 Default flows (Queue, Whisper, Hold, Transfer Flows)
 Flow Modules, Archive, and Custom Contact flows
 Brief Info about Rou ng Call Flow Blocks
 Prompt Create and Upload (Polly, Live Recording, Wav File, TTS)
 Speech Synthesis Markup Language (SSML)
 Contact a ributes

Module 6: Voice Call Flow Design & Implementa on

 Design and Develop First Basic Phone Line
 Requirements Gathering and Design the Flow chart
 Claiming Your First Phone Number
 Configura on (Hours of Opera on, Quick Connect, Queues, Security Profile, Rou ng
Profiles, Agent, Prompts)
 Build First In-Bound Contact flow
 Tes ng and Valida on
 Extra configura on
 Agent Status and Agent Call Transfer
 Agent Outbound Call
 Custom Caller ID for Outbound calls
 Customer Callback
 Basic Contact A ributes and SSML implementa on

AMAZON CONNECT BASICS TRAINING SYLLABUS (V12) TECHGYAN360.IN/TRAINING

Module 7: Web Chat Flow Design & Implementa on
 Design and Develop First Basic Web Chat Flow
 Requirements Gathering and Design the Flow chart
 Configura on (Hours of Opera on, Quick Connect, Queues, Security Profile, Rou ng
Profiles, Agent, Prompts)
 Create Web Chat contact flow
 Web Chat Widget Configura on
 Live Web Chat & Web Calling
 Widget Customiza on
 Host your sta c website in S3 and in Localhost
 Different way of chat widget tes ng
 Chat Widget Implementa on on a Live Website and Tes ng

Module 8: Email Flow Design & Implementa on

 Email Configura ons
 SES, Storage, Domains
 Top-Level & Default Domain based Email IDs
 Design and Develop First Basic Email Contact Flow
 Configura on (Email Template, Hours of Opera on, Queues, and Rou ng Profiles,
Security Profile, Agent)
 Create Email Rou ng contact flow
 Inbound, Outbound, Auto Reply Email Rou ng
 Email implementa on on Website and Email Rou ng to Connect

Module 9: Task, Customer Profile, & Case

 Task
 Basic Configura ons, Template, Rou ng, Permissions
 Task Crea on and Rou ng Test (Manual)
 Create Basic Task Rou ng Contact flow
 Task Crea on Through Call and Chat (Dynamic)
 Automa c No fica on Based Task Through Events
 Customer Profile
 Basic Configura ons
 Customer Profile Create, Get & Update (Manual & Dynamic)
 Customer Segments
 Personalize Experience/Rou ng for customer using customer profile
 Case
 Basic Configura ons
 Case Field & Template
 Case Crea on, Update, Close (Manual & Dynamic)
 Case Assign to Users and Queues
 Case Automa on on flow using a ributes (Create, Get, Update)

AMAZON CONNECT BASICS TRAINING SYLLABUS (V12) TECHGYAN360.IN/TRAINING

Module 10: Outbound Campaign
 Basic Outbound Campaign Configura on
 Delivery Mode, Segment & Template Configura on
 Email Campaign
 Agent Assisted Voice Campaign
 Automated Voice Campaign
 SMS Based Text Campaign
 Outbound Campaign Repor ng

Module 11: Integra ons & AI/ML Based Features Configura on

 Third-party URL Based apps
 Amazon Lex Chat Bot (Voice & Chat Contact flow)
 Bot Crea on in Amazon Lex Console & Amazon Connect Console
 Lext Bot Crea on from Scratch with Visual Builder
 Bot Implementa on on Live website and Phone line
 AWS Lambda integra on (Voice Contact flow) – Using Python
 Holiday Contact Centre Close Configura on (Without Db)
 EventBridge (Cloudwatch Events)
 Amazon CCP on Zendesk
 DynamoDB Integra on through Lambda
 Sample Customer Details table integra on
 Voice ID (Real me Customer Voice Biometric Authen ca on)
 Customer authen ca on during live chat conversa on*
 Amazon Q (Real me Customer Query Answer)
 A er/Post Call Survey (Auto Transfer to Survey) *

Module 12: Recording, Monitoring, and Repor ng

 Agent Call Recording, and Chat Analy cs
 Agent Screen Recording
 Call Recording & CC Data Reten on Policy Configura on (Auto Delete/Data Transi on)
 Contact lens & Repor ng
 Contact Search and Call details
 IB Calls & OB Campaign Dashboard & Report
 Real me & Historical Metrics
 Login/Logout, Contact Details reports
 Report Share, Scheduling and Automa on
 Monitoring Live Conversa ons & Barge-In (Voice & Chat)
 Post Call Analysis & Sen ment Analysis
 Redact sensi ve data, Post Call Gen-AI Summery (Voice & Chat)
 Evalua on Forms
 Conversa onal analy cs rules
 Real me and Post Call/Chat Analy cs Rules
 Auto Task or No fica on through Sen ments
AMAZON CONNECT BASICS TRAINING SYLLABUS (V12) TECHGYAN360.IN/TRAINING
Module 13: Troubleshoo ng, CloudWatch and Event Logs
 Troubleshoo ng Various Issues
 Agent, Network, Flow, IVR, Repor ng, & More Issues
 Voice Call and Screen Recording Issues
 Contact Control Panel (CCP) Issues
 Agent Log valida on (Log Parser)
 Endpoint Test U lity Tool
 CloudWatch and Event logs
 Global Amazon Connect and AWS Service Health
 Invoke Lambda Issue in Connect
 Agent Audit Report and Historical Changes
 How to raise issues/cases with AWS for amazon connect
 How to port your phone numbers to Amazon Connect (Info)
 How to enable more countries for outbound call (Info)

Module 14: Resume, Cer fica on, Badge, Q&A, and More
 Different Frontend solu ons for Amazon connect
 Demo of a frontend solu on
 Keywords, Descrip ons, and Informa on Need to update in Resume, LinkedIn and Other Job
Portals
 AWS and Connect Cer fica on and Badge Path
 Sample Ques ons and Answers for Amazon Connect Badge
 Prac ce Quiz, Q&A

AMAZON CONNECT BASICS TRAINING SYLLABUS (V12) TECHGYAN360.IN/TRAINING