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The self-service graphical interface in Amazon Connect makes it convenient for non-technical users to design contact flows, manage agents, and track performance metrics. This course will introduce you to the Amazon Connect console.
Register for this course and see more details by visiting:
OpenCourser.com/course/9l0vsl/amazon
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What's inside
Syllabus
Amazon Connect Console Fundamentals
The self-service graphical interface in Amazon Connect makes it convenient for non-technical users to design contact flows, manage agents, and track performance metrics. This course will introduce you to the Amazon Connect console.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Suitable for individuals who wish to manage contact flows, agents, and performance metrics in Amazon Connect without technical expertise
Introduces the Amazon Connect console, providing a foundational understanding for non-technical users
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Activities
Be better prepared
before
your course. Deepen your understanding
during
and
after
it. Supplement your coursework and achieve mastery of the topics covered
in Amazon Connect Console Fundamentals with these
activities:
Review AWS Documentation
Show steps
Reinforces foundational understanding of Amazon Connect concepts and terminology.
Show steps
-
Read relevant sections of the Amazon Connect documentation.
-
Take notes on key concepts and definitions.
-
Complete practice exercises in the documentation.
Organize Course Resources
Show steps
Improves organization and retention of course materials.
Show steps
-
Create a folder or notebook for course materials.
-
Download and organize lecture notes, assignments, and other resources.
-
Create a study guide or summary of key concepts.
Configure Amazon Connect Settings
Show steps
Builds familiarity with the Amazon Connect console and its options.
Show steps
-
Explore the Amazon Connect console and its various menus.
-
Configure basic settings such as company name and contact information.
-
Practice creating and managing users and roles.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Design a Contact Flow
Show steps
Applies knowledge of Amazon Connect console to solve a practical problem.
Show steps
-
Identify a business scenario where a contact flow would be useful.
-
Draw a flowchart of the contact flow.
-
Create a contact flow in the Amazon Connect console.
-
Test the contact flow and make any necessary adjustments.
Develop a Customer Journey Map
Show steps
Encourages understanding of customer interactions and improves problem-solving abilities.
Show steps
-
Identify key touchpoints in the customer journey.
-
Map out the customer experience at each touchpoint.
-
Analyze the journey map to identify areas for improvement.
-
Present the journey map to stakeholders or team members.
Assist Customers with Troubleshooting
Show steps
Provides hands-on experience with Amazon Connect in a real-world setting.
Show steps
-
Join a community support forum related to Amazon Connect.
-
Offer assistance to users who are experiencing issues with Amazon Connect.
-
Research solutions to common problems and provide guidance to users.
Build a Customer Service Bot
Show steps
Provides practical experience in applying Amazon Connect skills to a real-world project.
Show steps
-
Define the bot's purpose and functionality.
-
Create the bot's conversation flow and training data.
-
Deploy the bot to Amazon Connect and test its performance.
-
Monitor the bot's performance and make adjustments as needed.
Review AWS Documentation
Show steps
Reinforces foundational understanding of Amazon Connect concepts and terminology.
Show steps
Show steps
Show steps
- Read relevant sections of the Amazon Connect documentation.
- Take notes on key concepts and definitions.
- Complete practice exercises in the documentation.
Organize Course Resources
Show steps
Improves organization and retention of course materials.
Show steps
Show steps
Show steps
- Create a folder or notebook for course materials.
- Download and organize lecture notes, assignments, and other resources.
- Create a study guide or summary of key concepts.
Configure Amazon Connect Settings
Show steps
Builds familiarity with the Amazon Connect console and its options.
Show steps
Show steps
Show steps
- Explore the Amazon Connect console and its various menus.
- Configure basic settings such as company name and contact information.
- Practice creating and managing users and roles.
Four other activities
Expand to see all activities and additional details
Show all seven activities
Design a Contact Flow
Show steps
Applies knowledge of Amazon Connect console to solve a practical problem.
Show steps
Show steps
Show steps
- Identify a business scenario where a contact flow would be useful.
- Draw a flowchart of the contact flow.
- Create a contact flow in the Amazon Connect console.
- Test the contact flow and make any necessary adjustments.
Develop a Customer Journey Map
Show steps
Encourages understanding of customer interactions and improves problem-solving abilities.
Show steps
Show steps
Show steps
- Identify key touchpoints in the customer journey.
- Map out the customer experience at each touchpoint.
- Analyze the journey map to identify areas for improvement.
- Present the journey map to stakeholders or team members.
Assist Customers with Troubleshooting
Show steps
Provides hands-on experience with Amazon Connect in a real-world setting.
Show steps
Show steps
Show steps
- Join a community support forum related to Amazon Connect.
- Offer assistance to users who are experiencing issues with Amazon Connect.
- Research solutions to common problems and provide guidance to users.
Build a Customer Service Bot
Show steps
Provides practical experience in applying Amazon Connect skills to a real-world project.
Show steps
Show steps
Show steps
- Define the bot's purpose and functionality.
- Create the bot's conversation flow and training data.
- Deploy the bot to Amazon Connect and test its performance.
- Monitor the bot's performance and make adjustments as needed.
Career center
Learners who complete Amazon Connect Console Fundamentals will develop knowledge and skills
that may be useful to these careers:
For more career information including salaries, visit:
OpenCourser.com/course/9l0vsl/amazon
Reading list
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Level
Introductory
Via
Coursera
Institution
Amazon Web Services
Instructor
AWS Instructor
Session
August 5, 2024
- August 19, 2024
Language
English
Good to know
Suitable for individuals who wish to manage contact flows, agents, and performance metrics in Amazon Connect without technical expertise
Introduces the Amazon Connect console, providing a foundational understanding for non-technical users
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