Amazon Connect Course Syllabus
Module 1: Cloud Computing and AWS (Basic Only)
Introduction to Cloud Computing, Models, Types
Introduction to AWS, Regions, Availability Zone, Edge location
Identity and Access Management
- IAM Concept and Elements
- Root user, IAM User & IAM Group Creation with Policy
- Security credentials (MFA, Access keys) - New
A few AWS Services
- Elastic Compute Cloud (EC2)
- Simple storage service (S3)
- Dynamo Db, Cognito - New
- Amazon Polly, Lex and Lambda
- AWS Key Management Service (KMS)
- Cloud Formation, Cloudwatch, EventBridge - New
- AWS Organizations and a few more services - New
Service Quotas, Billing and Free Tier - New
Creating an AWS account and overview - New
Module 2: Cloud Contact Centre Introduction
Introduction to Contact Centre and Components
Introduction to Cloud Contact Centre - New
Cloud vs. On-Prem Contact Centres
Different types of Contact centre costs
Different Cloud CC solutions and Leaders in Market
Module 3: Amazon Connect Introduction
Introduction to Amazon Connect
- Architecture, Features, Benefits, and Supported Regions - New
- Supported Languages and Service Quotas - New
- Telecoms Coverage - New
- Communication Channels (Voice, Chat, Task, Email) – New
- Pricing Model, Costs, and Free Tier
Amazon Connect CC Requirements
- Agent workstation/Computer requirements
- Network requirements
- Administrator & CC Engineer requirements - New
Amazon Connect Instance Creation
- Correct region selection for Connect Instance - New
- Step by Step Connect Instance Creation - New
- KMS, Data & Log Storage, Basic Setup and Permissions - New
- Amazon Connect Instance Brief Info, ARN & More - New
AMAZON CONNECT BASICS TRAINING SYLLABUS (V11.3) TECHGYAN360.IN/TRAINING
Module 4: Amazon Connect Console GUI and CLI
Amazon Connect GUI and Various way to login
Amazon Connect CLI (CloudShell and CLIv2)
- Access Key Configuration (Security credentials) - New
- Create, Delete, List Commands and Examples
Introduction to the Amazon Connect Console
- Contact Control Panel (CCP) and Agent Workspace Overview
- Admin Workspace and Brief about Different Sections – New
- Call Queues, Routing Profile and Security Profile – New
- Tags, Agent hierarchy and Access Control – New
- Hour of Operation & Holiday Config (Holiday Overrides) – New
- User/Agent Creation (Manual, CLI, Bulk) – New
- Super Admin, Admin, Quality Analyst, Manager Creation – New
Module 5: Amazon Connect Call Architecture
Routing/Contact flow
- Default flows (Queue, Whisper, Hold, Transfer Flows)
- Flow Modules and Archive – New
- Brief Info about Routing Call Flow Blocks – New
- Custom Contact flows – New
Prompt Create and Upload (Live Recording, Wav File, TTS) – New
Amazon Polly & Speech Synthesis Markup Language (SSML)
Contact attributes
Module 6: Voice Call Flow Design & Implementation
Design and Develop First Basic Phone Line
- Requirements Gathering and Design the Flow chart
- Claiming Your First Phone Number
- Config Hours of Operation, Quick Connect, Queues & OB Call
- Security Profile and Routing Profiles Configuration
- Create Agent Account
- Config Prompts and Contact flow
- Testing and Validation
Extra configuration
- Agent Status – New
- Agent Call Transfer – New
- Agent Outbound Call – New
- Different Caller ID configuration for outbound calls – New
- Default/Custom flows modification – New
- Customer Callback & Basic Contact Attributes implementation
- Manual Task (Task Template, Task Create, Routing)
- Manual Customer Profile Creation – New
- Case (Case Template, Case Field, Manual Case Creation) – New
AMAZON CONNECT BASICS TRAINING SYLLABUS (V11.3) TECHGYAN360.IN/TRAINING
Module 7: Web Chat Flow Design & Implementation
Design and Develop First Basic Web Chat Flow – New
- Requirements Gathering and Design the Flow chart
- Hours of Operation and Quick Connect
- Queues, and Routing Profiles Configuration
- Security Profile and Agent Configuration
- Create Web Chat contact flow
Web Chat Widget Configuration
- Live Web Chat
- Web Calling
- Widget Customization
Chat Widget Implementation on a Live Website and Testing
Module 8: Integrations
Third-party URL Based apps
Amazon Lex Chat Bot (Voice & Chat Contact flow)
- Bot Creation in Amazon Lex Console
- Bot Creation in Amazon Connect Console – New
- Lext Bot Creation from Scratch with Visual Builder – New
- Bot Implementation on Live website and Phone line – New
AWS Lambda integration (Voice Contact flow)
- Holiday Contact Centre Close Configuration (Without Db)
EventBridge (Cloudwatch Events)
Amazon CCP on Zendesk
DynamoDB Integration through Lambda – New
- Sample Customer Details table integration – New
Module 9: Recording, Monitoring, and Reporting
Enable Call Recording and Playback
Enable Agent Screen Recording
Contact lens
- Contact Search and Call details
- Dashboard, Realtime & Historical Metrics
- Login/Logout and Contact Details report – New
- Historical Reports Scheduling – New
- Monitoring Live Conversations & Barge-In (Voice & Chat) – New
- Sentiment Analysis (Voice & Chat) – New
- Redact sensitive data (Voice & Chat) – New
Conversational analytics rules – New
- Realtime and Post Call/Chat Analytics Rules – New
- Auto Task or Notification through Sentiments – New
AMAZON CONNECT BASICS TRAINING SYLLABUS (V11.3) TECHGYAN360.IN/TRAINING
Module 10: Troubleshooting, CloudWatch and Event Logs
Troubleshooting Various Issues
- Agent, Network, Flow, IVR, Reporting, & More Issues
- Contact Control Panel (CCP) Issues
- Agent Log validation (Log Parser) – New
- Endpoint Test Utility Tool – New
- CloudWatch and Event logs
- Global Amazon Connect and AWS Service Health – New
- Invoke Lambda Issue in Connect – New
How to raise issues/cases with AWS for amazon connect
How to port your phone numbers to Amazon Connect (Info) – New
Module 11: Resume, Certification, Badge, Q&A, and More
Different Frontend solutions for Amazon connect
- Demo of a frontend solution – New
Keywords, Descriptions, and Information Need to update in Resume,
LinkedIn and Other Job Portals – New
AWS and Connect Certification and Badge Path
Sample Questions and Answers for Amazon Connect Badge
Practice Quiz, Q&A
AMAZON CONNECT BASICS TRAINING SYLLABUS (V11.3) TECHGYAN360.IN/TRAINING
