Amazon Connect Agent Applications Fundamentals

Amazon Connect offers built-in agent applications that improve agent productivity and experience. These browser-based applications give contact centers quick access to easy to use pre-built interfaces. Depending on their specific business needs, organizations can extend the out-of-the-box functionality with flexible integration options.

In this course, you will learn about the benefits, common uses, and key concepts and functionality of the Amazon Connect agent applications. You will explore real-world examples and identify important factors for planning safe, cost-effective use of these applications.

• Course level: Fundamental
• Duration: 73 minutes

Activities

This course includes interactions, video demonstrations, and assessments.

Course objectives

In this course, you will learn to:

• Identify Amazon Connect agent applications and their benefits.
• Explore the agent experience with the Amazon Connect Contact Control Panel (CCP) and the Amazon Connect agent workspace.
• Examine the value of the built-in and customizable features of the CCP and the agent workspace.
• Recognize security considerations for agent applications.
• Recognize service quota considerations for agent applications.

Intended audience

This course is intended for contact center professionals, including those in roles such as:
contact center engineer, technologist, implementation consultant, and IVR designer.

Prerequisites

No prerequisites needed.

Course outline

Section 1: Amazon Connect Agent Applications

• Introduction to Amazon Connect Agent Applications
• Using the Contact Control Panel
• Using the Agent Workspace
• Considerations

Section 2: Conclusion

• Summary

Section 3: Knowledge Check Questions

• Knowledge Check

Section 4: Getting Help

• Learn More