Amazon Connect Routing Fundamentals

Amazon Connect Routing Fundamentals

AWS LIS-AWSII-10464

Free of Charge

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.

Who should attend

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

Course Prerequisites

None

What you will learn

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.