Amazon Connect Custom Contact Control Panel Intermediate

Amazon Connect offers an agent workspace for managing contacts and resolving issues. Agents gain access to contact information and product knowledge to handle voice, chat, or task contacts effectively. Additionally, Amazon Connect provides flexible integration options into organizations’ existing applications. In this course, you will learn to develop a custom agent application using Amazon Connect Streams API (Streams). You will review typical use cases and core concepts of Amazon Connect Streams API including how to utilize event subscription. You will explore the applications that can be embedded into your agent interface such as Amazon Connect Customer Profiles, Amazon Q in Connect, and step-by-step guides.

• Course level: Intermediate
• Duration: 75 minutes

Activities

This course includes interactions, code snippets, and assessments.

Course objectives

In this course, you will learn to:

• Recognize the benefits of using Streams
• Recognize Streams API events and methods
• Recognize Customer Profiles functionality implementation options
• Recall Amazon Q in Connect functionality implementation options
• Recognize step-by-step guides implementation steps

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:

• Amazon Connect Customer Profiles Fundamentals
• Amazon Connect Agent Applications Fundamentals
• Amazon Connect Flow Modules and Step by step guide
• Amazon Connect Custom Contact Control Panel Fundamentals

Course outline

• Section 1: Amazon Connect Streams API (Streams)
  • Amazon Connect Streams Architecture
  • Core API
  • Agent API
  • Contact API
• Section 2: Extended Streams Functionality
  • Customer Profiles
  • Amazon Q in Connect
  • Step-by-Step Guides
• Section 3: Conclusion
  • Summary
• Section 4: Knowledge Check Questions
  • Knowledge Check
• Section 5: Getting Help
  • Learn More
  • Contact Us