Amazon Connect Essentials
This course teaches the fundamentals of operating and deploying an Amazon Connect instance on AWS.
To book an instructor-led course, visit tecRacer.
Course Objectives
What you will learn in this course:
- Explain the basic concepts and architecture of Amazon Connect
- Configure a simple Connect instance (routing profiles, queues, contact flows)
- Configure agents, routing, and basic reporting
- Classify typical integration patterns (Lambda, external data, Lex)
- Identify differences between standard features and “advanced topics” (e.g., forecasting & scheduling)
- Recognize common pitfalls and best practices from projects
Duration
These workshop instructions for all labs are intended to be used for a one day classroom
(approximately 5 hours of content + 2 hours of labs/exercises + breaks).
Prerequisites
We recommend that participants in this course meet the following prerequisites:
- Basic understanding of AWS (region, account, IAM users/roles, basic services)
- Basic knowledge of call center/contact center concepts (queues, agents, SLAs, opening hours)
- Access to a provided training account with Amazon Connect instance (provided during training)