Introduction
Create great customer experiences
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What you need
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Scenario
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1. Amazon Connect Overview
History of Amazon Connect
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Pricing model
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Architecture overview
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2. Create an Instance
Build an Amazon Connect instance
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Claim your first number
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Log in to your instance
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Navigate the Connect UI
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Porting numbers
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3. User Configuration
Learn about user configuration
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Create an agent hierarchy
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Create security profiles
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Create users
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Create users in bulk
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Create agent status codes
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4. Routing Configuration
Learn about routing configuration
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Create hours of operation
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Create queues
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Create quick connects
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Create routing profiles
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Create an IVR contact flow
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Use SSML in your contact flows
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Call back in queue
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5. Metrics and Quality
Overview of metrics and quality
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Enable call recording and playback
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Real-time reporting
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Manager Listen-in
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Historical reporting
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6. Lambda and DynamoDB Integration
Personalize the contact flow
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Create a DynamoDB table
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Create a Lambda function
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Install AWS CLI
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Grant Lambda permissions
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Lambda in the contact flow
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7. Conversational Contact Flows
Introduction to Lex
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Build a Lex bot
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Test and publish a Lex bot
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Add permissions to invoke Lex bot
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Add a Lex bot to your contact flows
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Ex_Files_Amazon_Connect_Contract.zip
(1.0 MB)
Glossary_Learning_Amazon_Connect.zip
(102 KB)