Amazon Connect Routing Intermediate

By implementing routing strategies, organizations can ensure efficient customer interaction handling, optimized agent utilization, and enhanced operational efficiency.

In this course, you will learn routing strategies and their implementation within the Amazon Connect contact center platform.

• Course level: Intermediate
• Duration: 30 minutes

Activities

This course includes interactions and assessments.

Course objectives

In this course, you will learn to:

• Recognize routing strategies and core routing components such as routing profiles, priorities, and delays.
• Recognize proficiency-based routing concepts and functionality.
• Recognize how to use data to improve the customer experience through dynamic routing.

Intended audience

This course is intended for contact center professionals, including those in roles such as contact center engineer, technologist, implementation consultant, and interactive voice response (IVR) designer.

Prerequisites

Amazon Connect Routing Fundamentals course.

Course outline

Section 1: Routing strategies

• Implementing a routing strategy in Amazon Connect
• Queue prioritization
• Proficiency routing
• Data-driven routing

Section 2: Conclusion

• Summary

Section 3: Knowledge check questions

• Knowledge check

Section 4: Getting help

• Learn more
• Contact us