AWS re:Post | Guidance for Community Users
AWS re:Post, a new question-and-answer service, that helps Amazon Web Services (AWS) customers remove technical roadblocks related to designing, developing, deploying, and operating applications on AWS. Throughout this course, you will complete six lessons. You will dive deep into the intricacies of the community through the use of text, demos, and short animated videos. Activities: This course includes animated videos, interactive content and knowledge checks. Course objectives: In this course, you will learn to: •Prepare to be a contributing member of the AWS re:Post community •Understand what AWS re:Post is •Effectively use AWS re:Post •Become familiar with AWS re:Post Community Guidelines •Learn how to stay engaged and build reputation points Intended audience: This course is intended for: •Individuals using or interested in AWS services and products Prerequisites: We recommend that attendees of this course have: •None Course outline: Module 1: Understanding AWS re:Post •Gain an overview of Amazon Web Services (AWS) re:Post •Understand the primary benefits of AWS re:Post •Explore use cases for AWS re:Post •Complete a short assessment at the end of each module Module 2: Understanding AWS re:Post Community Guidelines •Understand the Community Guidelines that govern AWS re:Post •Discern types of abuse in the community and how to report it •Complete a short assessment at the end of each module Module 3: Navigating AWS re:Post Effectively •Explore the different components of the AWS re:Post site •Complete a short assessment at the end of each module Module 4: Create a Profile and Engage with Community •Learn how to create a profile and engage with the community •Explore the different topics and community groups on AWS re:Post •Understand how to follow a topic •Module 5: Explore Answers •Understand how to find relevant answers to a search query •Complete a short assessment at the end of each module Module 6: Earn Reputation in the Community •Gain an overview of the tiered status in the community •Understand ways in which a user can gain and lose points •Complete a short assessment at the end of each module Module 7: Provide Feedback and Report a Bug •Gain of how to provide feedback and report bugs
Amazon Connect: Introduction to the Administrative Interface
This course is part of the Amazon Connect curriculum. The course is designed for supervisors and technical roles to get familiar with the administrative interface. The course covers basic navigation and how to view and publish reports and analytics. You will explore the three main reporting options: real-time metrics, historical metrics, and login/logout reporting used to review agent-customer communication. Then you will work with dashboards, contact search records, and create and publish reports. • Course level: Fundamental • Duration: 90 minutes Activities This course includes presentations, e-learning interactions, video, and knowledge checks. Course objectives In this course, you will learn to: • Navigate the administrative interface • Explain how queues, routing profiles, and prioritization work • Review reporting options for real-time, historical, and login/logout metrics • View and customize real-time metrics and dashboard views • Create, save, schedule, and download reports • Share reports in email or chat, and publish to the organization • Complete a contact search to review contact data and recordings • Identify how rules work and the steps to create one Intended audience This course is intended for: • Supervisors who manage contact center agents • Technical professionals who work with, or would like to work with the implementation, maintenance, and optimization of the contact center The primary audience is small, medium, and enterprise contact center professionals. This includes the roles of agents, administrators, quality analysts, supervisors, call center managers, developers, and AWS partners. We assume that the audience might have general to extensive experience and knowledge of contact centers. Prerequisites We recommend that attendees of this course have: • Completed the Introduction to Amazon Connect and the Contact Control Panel (CCP) course • Familiarity with contact centers and managing contact center agents • Conceptual knowledge of cloud-based contact centers • Experience analyzing and interpreting contact center analytics Course outline Lesson 01: Introduction to the Administrative Interface • What is the administrative interface? • Navigation walk-through • Assign phone numbers • Add hours of operation for your team • Create your team’s quick transfers Lesson 02: Routing and Prioritization • How routing and prioritization works • Queues • Routing profiles • Prioritization • Benefits Lesson 03: Reporting Options • Real-time, historical, login/logout • Agent hierarchies Lesson 04: Dashboards • Viewing and configuring dashboards • Defining custom service levels • Saving dashboard views Lesson 05: Real-Time Metrics • Viewing real-time metrics • Creating and saving new real-time views • Contact Lens for real-time alerts • How to use silent monitoring Lesson 06: Historical Metrics • Viewing historical metrics • Creating and saving new historical views • Scheduling historical reports • Streaming historical data Lesson 07: Contact Search • What is contact search? • Performing and customizing a contact search • Reviewing contact data and recordings • How to filter a search and export to CSV • Using custom attributes • Using Contact Lens (analytics) Lesson 08: Login/Logout Reporting • What is Login/Logout reporting and why use it? • Creating and downloading the report • Scheduling the report Lesson 09: Delete, Share, and Publish Reports • Delete reports • Share reports • Publish reports • When and why to share or publish a report Lesson 10: Rules • Three ways to use rules • How to set up a rule • Where to go to learn more Lesson 11: Summary • Summary of each lesson • Course assessment • Additional resources
Introduction to Amazon Connect and the Connect Control Panel (CCP)
This is the introductory course of the Amazon Connect curriculum. We discuss the fundamental capabilities of Amazon Connect. This course describes the tools that simplify working with an omnichannel contact center. We introduce the roles that are integral to an Amazon Connect implementation, and we follow a contact center agent’s daily activity with helping customers. •Course level: Fundamental •Duration: 45minutes Activities: This course includes presentations, e-learning interactions, videos, and knowledge checks. Course objectives: In this course, you will learn to: •Explain the basic features and functionality of Amazon Connect •Introduce the administrator console and Contact Control Panel (CCP) •Demonstrate core agent functionality in an omnichannel contact center Intended audience: This course is intended for: •Contact center agents and managers in communication with internal or external customers •Technical professionals who work with (or would like to work with) the implementation, maintenance, and optimization of the contact center The primary audience is small, medium, and enterprise contact center professionals. This includes those in roles of agents, administrators, quality analysts, supervisors, call center managers, developers, and AWS partners. We assume that the audience might have general to extensive experience and knowledge of contact centers. Prerequisites: We recommend that attendees of this course have: •Familiarity with contact center operations •Conceptual knowledge of cloud-based contact centers Course outline: Module 1: Introduction to Amazon Connect •Overview •Benefits of Amazon Connect •Getting started •Use cases •Amazon Connect features •Technical considerations Module 2: Understanding Roles •Purpose of roles •Security profiles •Admin console basic navigation Module 3: Day in the Life of an Agent •Starting the day in the CCP •Setting up the CCP •Troubleshooting issues •System check •Agent status options •Setting the communication channel •Working with a call/chat/task •Ending the day in the CCP Module 4: Additional Features •Amazon Connect Voice ID •Amazon Connect Customer Profiles •Amazon Connect Wisdom Module 5: Summary •Summary of each lesson •Course assessment •Additional resources
Amazon Connect: Creating and Managing Amazon Connect Instances
This course is a part of the Amazon Connect curriculum. In this course, you will walk through how to create and manage an Amazon Connect instance that is customized to your contact center’s needs. The course includes the various steps and features involved with the implementation process, which can help you adjust your existing Amazon Connect instance as your company grows. •Course level: Fundamental •Duration: 60 minutes Activities: This course includes presentations, e-learning interactions, and knowledge checks. Course objectives: In this course, you will learn to: •Create an Amazon Connect instance •Modify Amazon Connect instance configurations •Recall additional features that can be added to your Amazon Connect contact center Intended audience: This course is intended for: •Technical professionals who work with, or would like to work with the implementation, maintenance, and optimization of the contact center The primary audience is small, medium, and enterprise contact center professionals. This includes those in roles of administrators, quality analysts, supervisors, call center managers, developers, and AWS partners. We assume that the audience might have general to extensive experience and knowledge of contact centers. Prerequisites: We recommend that attendees of this course have: •Completed the Introduction to Amazon Connect and the Contact Control Panel (CCP) course •Completed the Introduction to the Administrative Interface course •Experience using the AWS Management Console access to create and manage an Amazon Connect instance •Access to contact center and analytics data Course outline: Module 1: Before you Create an Amazon Connect Instance •Overview of an Amazon Connect contact center •Create an AWS account •Overview of an Amazon Connect instance •Instance considerations •IAM permissions •User management •Regional considerations •AWS Partners and AWS Professional Services Module 2: Creating an Amazon Connect Instance •Select a region •Create an instance •Set your identity •Add an administrator •Set telephony •Set data storage based on information to be stored •Instance review Module 3: Modifying Instance Configurations •Telephony •Data storage •Data Streaming with agent event streams and contact trace records (CTRs) •Contact Flows with Amazon Lex and AWS Lambda •Analytics Tools and enable Contact Lens for Amazon Connect •Approved origins •Customer profiles •Configure pre-built applications for tasks •Wisdom •Voice ID Module 4: Summary •Summary of each lesson •Course assessment •Additional resources
