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Amazon Connect Essentials

Course

Intro Video

Photo of Kelby Enevold

Kelby Enevold

AWS Training Architect I

Length

05:00:00

Difficulty

Beginner

Videos

39

Course Details

Amazon Connect is a cloud-based contact center solution that revolutionizes the way companies interact with their customers. Amazon Connect makes it easy to set up and manage a customer contact center while also providing reliable customer engagement at any scale. The intent of this course is to take business or technical stakeholders from absolutely zero Amazon connect knowledge to being able to justify, design, and implement a solution within their business.

Throughout the course we will cover topics such as creating your first connect instance, creating contact flows, and even taking calls as an Agent. Lastly, we'll start diving into the power Lex brings to our contact center, and lightly discuss how a Lex Chatbot can impact your Contact Center.

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Syllabus

Getting Started

Course Introduction

00:01:23

Lesson Description:

This video provides a brief explanation of the topics covered in the Amazon Connect Essentials course. The Amazon Connect course will include information on identifying business requirements, deploying a contact center in Amazon Connect, and making minor refinements to the contact center.

About the Author

00:01:17

Lesson Description:

This video provides a quick introduction to the Training Architect, Kelby.

Creating an AWS Account

00:04:13

Lesson Description:

This video provides a brief demonstration of how to create an AWS account. Creating an AWS account is a prerequisite for this course due to the unique nature of Amazon Connect.

Amazon Connect Fundamentals

Contact Center Basics and Key Components

00:05:28

Lesson Description:

In this video, we'll dive into some of the basic components of a contact center to develop a foundational understanding of their use. We will discuss skill-based routing, automatic call distribution, call recording, and reporting. We also briefly cover an example of a traditional contact center.

Contact Center Costs

00:03:16

Lesson Description:

In this video, we begin diving into contact center costs, including brief introductions to capital expenditure (CapEx) and operational expenditure (OpEx) cost categories. Traditional contact centers require a significant amount of investment up front, as well as to continue running, and we'll also discuss those considerations.

Amazon Connect Costs and Benefits

00:12:26

Lesson Description:

This video provides an introduction into Amazon Connect costs and benefits. Amazon Connect provides a much lower barrier to entry, allowing small and large companies to leverage this intuitive contact center solution while keeping costs low. Lastly, we'll walk through an example customer experience and dive into Amazon Connect costs.

Summary and What's Next

00:03:19

Lesson Description:

Amazon Connect is an incredibly easy-to-configure contact center solution. In this lesson, we will discuss a quick recap of the topics we have covered, as well as what to expect in the upcoming Gathering Requirements section.

Scenario - Gathering Requirements

Scenario Introduction

00:05:19

Lesson Description:

A brief introduction to our fictional organization, Pinehead Animal Rescue. In this video, we will cover who the company is, how their current contact center operates, and why they're interested in Amazon Connect. Throughout the next several video lessons we're going to begin asking questions that aid in our process of establishing requirements for our use of Amazon Connect.

Customer and Business Requirements: Part 1

00:12:30

Lesson Description:

To properly identify how the contact center should be architected, we must collect information relevant to identify specific requirements. In this video, we'll dive into customer- and business-related requirements, covering topics such as hours of business, queue configurations, and inbound/outbound call requirements. Amazon Connect Limits

Customer and Business Requirements: Part 2

00:04:41

Lesson Description:

To properly identify how the contact center should be architected, we must collect information relevant to identify specific requirements. In this video, we'll dive into customer- and business-related requirements, covering topics such as contact trace records, contact flow design, and budget requirements.

Agent Requirements

00:07:21

Lesson Description:

Identifying agent requirements is a critical part of our "building requirements" process. In this lesson, we will identify agent-related requirements, such as availability states, agent permissions, and agent skill sets. Understanding the requirements associated with the agents who field calls is an incredibly important part of identifying the contact center's requirements.

Infrastructure and Management Requirements

00:09:50

Lesson Description:

To deploy and configure a contact center on Amazon Connect, we need to collect information from Pinehead Animal Rescue to establish the desired functionality. In this video, we'll continue building our requirements document by diving into regional considerations, integrations, and management considerations, such as reporting requirements.

The Requirements Document

00:08:09

Lesson Description:

Developing a well-rounded requirements document is paramount to an initial implementation of our contact center on Amazon Connect. In this video, we discuss the information we've collected over the requirements building process, and highlight what a more developed requirements document might look like.

Connect Infrastructure

Creating a Contact Center: Part 1

00:09:43

Lesson Description:

In this video, we briefly walk through the Amazon Connect instance creation process. This lesson walks through the considerations that should be made for regional selection and identity management. Lastly, we will quickly cover the process to configure an administrator.

Creating a Contact Center: Part 2

00:06:46

Lesson Description:

In this video, we continue the Amazon Connect instance creation process. The second part of this lesson covers information related to bulk importing users, configuring telephony options, and data storage settings. The sampleNewUsersConfig csv is provided in the course downloads. Alternatively, you can download the template directly from your Amazon Connect instance after selecting Upload my users from a template(csv) then selecting Download Template https://docs.aws.amazon.com/connect/latest/adminguide/user-management.html https://github.com/linuxacademy/content-aws-connect-essentials

Configuring Inbound and Outbound Calls and Numbers

00:12:58

Lesson Description:

In this video, we dive into claiming phone numbers and discuss business and customer considerations for toll-free versus direct inward dial. We also briefly discuss cost and the process to port an existing phone number into Amazon Connect.

Connect Call Architecture

Creating Queues, Routing Profiles, and Contact Flows: Part 1

00:12:34

Lesson Description:

In this video, we'll begin exploring the process to create queues and routing profiles in Amazon Connect.

Creating Queues, Routing Profiles, and Contact Flows: Part 2

00:09:04

Lesson Description:

In this video, we investigate the creation process of contact flows and take a first look at flow templates and action blocks.

Contact Flow Architecture

00:12:47

Lesson Description:

In this video, we begin to learn about contact flow architecture. This video includes topics like contact flow templates, action blocks, and contact attributes.

Building a Contact Flow: Part 1

00:12:18

Lesson Description:

In this video, we'll walk through the initial implementation of a contact center using the contact flow designer.

Building a Contact Flow: Part 2

00:09:06

Lesson Description:

In this video, we continue building our version 1 contact flow and perform a quick test call.

Implementing Self-Service

00:12:47

Lesson Description:

In this video, we begin discussing the process to build and deploy an initial self-service configuration in a contact flow.

Configuring Customer Callback: Part 1

00:15:27

Lesson Description:

In this video, we cover the process to enable customer callback and perform a brief test call to our contact center. Note: With Connect updates, the "Loop" block has changed, and will not accept outputs as part of an intterupt. This means "Pressed 2" "Timeout" "Default" and "Error" outputs must have output branches mapped to the "End flow/Resume" block. https://docs.aws.amazon.com/connect/latest/adminguide/sample-queued-callback.html

Configuring Customer Callback: Part 2

00:15:56

Lesson Description:

In this video, we cover the process to enable customer callback and perform a brief test call to our contact center.

Adding a Lex Bot: Part 1

00:11:51

Lesson Description:

In this video, we cover topics such as Lex intents, utterances, slot types, and fulfillment.

Adding a Lex Bot: Part 2

00:10:27

Lesson Description:

In this video, we continue to learn about intents, utterances, responses, and configuring confirmation prompts.

Adding a Lex Bot: Part 3

00:12:04

Lesson Description:

In this video, we implement our configured Lex bot into our Amazon Connect contact flow and perform a quick test call.

Configuring Agents

Configuring Agents

00:09:48

Lesson Description:

In this video, we discuss the process to create custom agent states and view those new states from inside the CCP.

Adding and Using Agent States

00:08:25

Lesson Description:

In this video, we cover the process to use agent states to make routing decisions in a contact flow by using the "Check staffing" action block.

Management and Monitoring

Configuring and Working with Call Recordings

00:08:32

Lesson Description:

In this video, we discuss the process to implement the call recording functionality in Amazon Connect. We will add a "Set call recording" action block to a contact flow and review a recorded call.

Monitoring Live Conversations and Listen In

00:04:55

Lesson Description:

In Amazon Connect, it's possible to monitor a live conversation using the CCP. This video includes the process to configure the appropriate permissions and showcases a quick demo of the live conversation monitoring.

Configuring Monitoring and Metrics

00:15:09

Lesson Description:

Amazon Connect contains both real-time and historical metrics, as well as features like contact flow logs. This video walks through the basics of reviewing metrics, creating reports, and filtering contact flow logs in CloudWatch.

Troubleshooting

Troubleshooting: Part 1

00:05:32

Lesson Description:

Troubleshooting is an important topic in Amazon Connect. This video includes information related to common troubleshooting techniques, as well as discussing agent workstation requirements. For a complete list of CCP troubleshooting tips and validation testing techniques, please see the provided AWS Documentation here

Troubleshooting: Part 2

00:05:01

Lesson Description:

This video continues to expand on some useful troubleshooting tips that can be leveraged when encountering issues related to Amazon Connect. This video covers issues such as choppy audio, disconnects, excessive latency, one way audio, and audio wobble. Lastly, this video introduces the AWS provided "Check Connectivity Tool" that you can use here

Amazon Connect Chat Update

Leveraging Chat Functionality in Amazon Connect Part 1

00:12:05

Lesson Description:

In this lesson we discuss the Chat functionality, as well as action block changes, Metric and Reporting updates, and the addition of the new contact control panel. You can view all available contact blocks and their associated actions here. For an AWS provided github link containing the requires steps to enable chat functionality on a pre-existing instance, you can go here. Lastly, for the initial chat announcement, please see this link

Leveraging Chat Functionality in Amazon Connect Part 2

00:05:24

Lesson Description:

In this video we begin to explore the changes required to leverage the Chat functionality. In addition, we highlight an example disconnect flow provided by AWS, that you can obtain here. Lastly, we conduct our first chat using the Amazon Connect "Test Chat" functionality.

Transferring Chats and Calling other Agents

00:15:07

Lesson Description:

In this video lesson we cover the process to enable Chat Transcripts for both new and pre-existing Amazon Connect Instances. We also briefly dive into the process required to review chat transcripts from the Contact Search dashboard. Lastly, we also cover the process to transfer chats and calls using the new contact control panel.

Leveraging a Lex Chatbot

00:19:33

Lesson Description:

To wrap up the Amazon Connect Essentials course we explore using the added chat functionality in combination with our Lex bot. We will briefly highlight the intents and utterances and briefly demo the ability to reconnect to existing chat sessions thanks to the new "Wait" action block. For the "Basic Chat" and "Basic Disconnect Flow" (Which is my Disconnectv1) please visit the github link here.

Conclusion and What's Next

What's Next

00:01:43

Lesson Description:

This video briefly dives into what's next after finishing this course.

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