Amazon Connect Custom Contact Control Panel Fundamentals

With Amazon Connect, organizations can build custom agent applications tailored to their specific requirements. In this course, you will learn the benefits, typical use cases, and core concepts of building a Custom Contact Control Panel (CCP). You will explore real-world implementation scenarios and identify the key considerations to provide a consistent experience to your agents.

• Course level: Fundamentals
• Duration: 50 minutes

Activities

Course objectives

In this course, you will learn to:

• Identify the purpose and key concepts of Amazon Connect Streams API.
• Recognize the benefits of using Amazon Connect Streams API.
• Recognize the functionality of Amazon Connect Streams API.
• Explore user authentication while reviewing debugging and logging mechanisms.

Intended Audience:

This course is intended for:

• Contact center professionals, including those in roles such as contact center engineers, Amazon Connect developers, or implementation consultants.

Prerequisites

We recommend that attendees of this course have:

• Completed the Amazon Connect Agent Applications Fundamentals course.
• Completed the Amazon Connect Chat and Messaging Fundamentals course.

Course outline

• Section 1: Amazon Connect Streams API Fundamentals
  • Introduction to the Amazon Connect Streams API
  • Streams Functionality
  • Considerations and Best Practices
• Section 2: Conclusion
  • Summary:
• Section 3: Knowledge Check Questionsn
  • Knowledge Check
• Section 4: Conclusion
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