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With Amazon Connect routing, organizations can implement intelligent and customizable omnichannel routing strategies to connect customers to agents with the most appropriate skill set.
In this course, you will learn the benefits, typical use cases, and core concepts of Amazon Connect routing. You will explore real-world implementation scenarios and identify the key considerations to enhance the customer experience and optimize contact center operations through effective routing.
Register for this course and see more details by visiting:
OpenCourser.com/course/h5zo23/amazon
What's inside
Syllabus
Amazon Connect Routing Fundamentals
With Amazon Connect routing, organizations can implement intelligent and customizable omnichannel routing strategies to connect customers to agents with the most appropriate skill set.
In this course, you will learn the benefits, typical use cases, and core concepts of Amazon Connect routing. You will explore real-world implementation scenarios and identify the key considerations to enhance the customer experience and optimize contact center operations through effective routing.
Good to know
Good to know
Know what's good ,
what to watch for , and
possible dealbreakers
Helps contact centers implement intelligent and customizable omnichannel routing strategies to optimize operations
Provides real-world implementation scenarios and key considerations for enhancing customer experience
Taught by AWS Instructors, who are recognized for their expertise in Amazon Connect routing
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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 Routing Fundamentals with these
activities:
Review Amazon Connect key concepts
Show steps
By reviewing the core concepts and benefits of Amazon Connect routing, you will have a solid understanding of this technology and be better prepared to grasp the details discussed in the course.
Browse courses on
Amazon Connect
Show steps
-
Go through the Amazon Connect documentation
-
Read articles and blog posts about Amazon Connect routing
-
Watch videos and tutorials on Amazon Connect routing
Review Routing Concepts
Show steps
By reviewing routing concepts, you can strengthen your understanding of the core principles behind Amazon Connect routing.
Show steps
-
Read the Amazon Connect Routing documentation.
-
Watch the Amazon Connect Routing training videos.
-
Practice creating and configuring routing profiles.
Explore Amazon Connect routing features and capabilities
Show steps
Investigating Amazon Connect's routing features will broaden your knowledge of its capabilities and provide practical insights into its implementation.
Browse courses on
Amazon Connect
Show steps
-
Go through the Amazon Connect documentation and tutorials
-
Watch videos and webinars on Amazon Connect routing
-
Attend online workshops or webinars on Amazon Connect routing
Seven other activities
Expand to see all activities and additional details
Show all ten activities
Follow a Tutorial on Amazon Connect Routing
Show steps
Following a tutorial will provide you with hands-on experience in configuring and managing Amazon Connect routing.
Show steps
-
Search for a tutorial on Amazon Connect routing.
-
Follow the steps in the tutorial to create and configure a routing profile.
-
Test your routing profile to ensure it works as expected.
Configure routing rules in Amazon Connect
Show steps
Hands-on practice with configuring routing rules will enhance your understanding of how Amazon Connect's routing mechanisms operate.
Browse courses on
Amazon Connect
Show steps
-
Create a new Amazon Connect instance
-
Set up routing rules for different types of customer inquiries
-
Test your routing rules and make necessary adjustments
Complete Routing Scenarios
Show steps
By completing routing scenarios, you can develop your problem-solving skills and learn to make effective routing decisions.
Show steps
-
Identify a business case for Amazon Connect routing.
-
Design a routing profile based on the business case.
-
Implement the routing profile in Amazon Connect.
-
Monitor and evaluate the performance of the routing profile.
Attend an Amazon Connect routing workshop
Show steps
Participating in an Amazon Connect routing workshop will provide you with hands-on experience and expert guidance, enhancing your skills and knowledge.
Browse courses on
Amazon Connect
Show steps
-
Find and register for an Amazon Connect routing workshop
-
Attend the workshop and actively participate in the exercises and discussions
-
Apply what you learned in the workshop to your own Amazon Connect implementation
Design an improved routing strategy for a specific customer use case
Show steps
By designing a custom routing strategy, you will apply the concepts learned in the course to a practical scenario and gain a deeper understanding of how to optimize routing for specific business needs.
Browse courses on
Amazon Connect
Show steps
-
Identify a specific customer use case and business requirements
-
Analyze existing routing strategies and identify areas for improvement
-
Design a new routing strategy that addresses the identified areas for improvement
-
Present your routing strategy and its potential impact to the stakeholders
Mentor other students on Amazon Connect routing concepts
Show steps
Mentoring others will reinforce your understanding of Amazon Connect routing concepts and enhance your communication and leadership skills.
Browse courses on
Amazon Connect
Show steps
-
Identify opportunities to mentor other students or colleagues
-
Share your knowledge and experience in Amazon Connect routing
-
Provide guidance and support to mentees
Participate in an Amazon Connect routing hackathon
Show steps
Participating in a hackathon will challenge you to apply your Amazon Connect routing knowledge in a competitive environment and drive innovation.
Browse courses on
Amazon Connect
Show steps
-
Find and register for an Amazon Connect routing hackathon
-
Form a team and develop a creative routing solution
-
Submit your solution and present it to the judges
Review Amazon Connect key concepts
Show steps
By reviewing the core concepts and benefits of Amazon Connect routing, you will have a solid understanding of this technology and be better prepared to grasp the details discussed in the course.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Go through the Amazon Connect documentation
- Read articles and blog posts about Amazon Connect routing
- Watch videos and tutorials on Amazon Connect routing
Review Routing Concepts
Show steps
By reviewing routing concepts, you can strengthen your understanding of the core principles behind Amazon Connect routing.
Show steps
Show steps
Show steps
- Read the Amazon Connect Routing documentation.
- Watch the Amazon Connect Routing training videos.
- Practice creating and configuring routing profiles.
Explore Amazon Connect routing features and capabilities
Show steps
Investigating Amazon Connect's routing features will broaden your knowledge of its capabilities and provide practical insights into its implementation.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Go through the Amazon Connect documentation and tutorials
- Watch videos and webinars on Amazon Connect routing
- Attend online workshops or webinars on Amazon Connect routing
Seven other activities
Expand to see all activities and additional details
Show all ten activities
Follow a Tutorial on Amazon Connect Routing
Show steps
Following a tutorial will provide you with hands-on experience in configuring and managing Amazon Connect routing.
Show steps
Show steps
Show steps
- Search for a tutorial on Amazon Connect routing.
- Follow the steps in the tutorial to create and configure a routing profile.
- Test your routing profile to ensure it works as expected.
Configure routing rules in Amazon Connect
Show steps
Hands-on practice with configuring routing rules will enhance your understanding of how Amazon Connect's routing mechanisms operate.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Create a new Amazon Connect instance
- Set up routing rules for different types of customer inquiries
- Test your routing rules and make necessary adjustments
Complete Routing Scenarios
Show steps
By completing routing scenarios, you can develop your problem-solving skills and learn to make effective routing decisions.
Show steps
Show steps
Show steps
- Identify a business case for Amazon Connect routing.
- Design a routing profile based on the business case.
- Implement the routing profile in Amazon Connect.
- Monitor and evaluate the performance of the routing profile.
Attend an Amazon Connect routing workshop
Show steps
Participating in an Amazon Connect routing workshop will provide you with hands-on experience and expert guidance, enhancing your skills and knowledge.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Find and register for an Amazon Connect routing workshop
- Attend the workshop and actively participate in the exercises and discussions
- Apply what you learned in the workshop to your own Amazon Connect implementation
Design an improved routing strategy for a specific customer use case
Show steps
By designing a custom routing strategy, you will apply the concepts learned in the course to a practical scenario and gain a deeper understanding of how to optimize routing for specific business needs.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Identify a specific customer use case and business requirements
- Analyze existing routing strategies and identify areas for improvement
- Design a new routing strategy that addresses the identified areas for improvement
- Present your routing strategy and its potential impact to the stakeholders
Mentor other students on Amazon Connect routing concepts
Show steps
Mentoring others will reinforce your understanding of Amazon Connect routing concepts and enhance your communication and leadership skills.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Identify opportunities to mentor other students or colleagues
- Share your knowledge and experience in Amazon Connect routing
- Provide guidance and support to mentees
Participate in an Amazon Connect routing hackathon
Show steps
Participating in a hackathon will challenge you to apply your Amazon Connect routing knowledge in a competitive environment and drive innovation.
Browse courses on
Amazon Connect
Show steps
Show steps
Show steps
- Find and register for an Amazon Connect routing hackathon
- Form a team and develop a creative routing solution
- Submit your solution and present it to the judges
Career center
Learners who complete Amazon Connect Routing Fundamentals will develop knowledge and skills
that may be useful to these careers:
For more career information including salaries, visit:
OpenCourser.com/course/h5zo23/amazon
Reading list
We haven't picked any books for this reading list yet.
For more information about how these books relate to this course, visit:
OpenCourser.com/course/h5zo23/amazon
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Level
Introductory
Via
Coursera
Institution
Amazon Web Services
Instructor
AWS Instructor
Session
August 8, 2024
- August 26, 2024
Language
English
Good to know
Helps contact centers implement intelligent and customizable omnichannel routing strategies to optimize operations
Provides real-world implementation scenarios and key considerations for enhancing customer experience
Taught by AWS Instructors, who are recognized for their expertise in Amazon Connect routing
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