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.

• Course level: Fundamental
• Duration: 30 minutes

Activities

This course includes interactions and assessments.

Course objectives

In this course, you will learn to:

• Recognize key routing concepts and constructs in Amazon Connect.
• Recall inbound and outbound routing processes.
• Recognize the overflow process using routing profiles.
• Explore security and access for routing.
• Identify service quotas related to routing.

Intended audience

This course is intended for:

• Contact center professionals, including those in roles such as contact center engineers, technologists, implementation consultants, and interactive voice response (IVR) designers

Prerequisites

None

Course outline

Section 1: Amazon Connect Routing

• Introduction to Amazon Connect Routing
• Queues and Routing Profiles
• Inbound and Outbound Routing
• Built-in Routing Strategies
• Considerations

Section 2: Conclusion

• Summary

Section 3: Knowledge Check Questions

• Knowledge Check

Section 4: Getting Help

• Learn More
• Contact Us