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. 

• Navigating the Amazon Connect administrative console, including key menus (e.g., Users, Routing, Contact flows, Analytics, and Channels) and their purposes.
• Understanding core administrative entities such as users/roles (IAM integration), routing profiles, queues, hours of operation, and quick connects for agent management.
• Exploring basic contact flow setup and editing in the console to define customer interaction logic (e.g., prompts, transfers, queues).
• Reviewing security and access controls (e.g., security profiles, permissions) and introductory analytics views (real-time/historical metrics) available in the admin interface.

• Gain a clear understanding of the Amazon Connect admin console structure and how to access/manage key resources like users, queues, routing, and metrics.
• Feel comfortable navigating the interface to perform common administrative actions, reducing the learning curve for new Amazon Connect admins.
• Be prepared to apply basic console knowledge in real-world contact center management or proceed to more advanced Amazon Connect courses (e.g., creating instances, flows, or integrations).

• 45-minute digital course content with structured explanations, console screenshots/demonstrations, and foundational guidance on the Amazon Connect admin interface (conceptual focus with visual walkthroughs; no deep hands-on labs in this intro module).
• Foundational-level training in the Contact Center domain, suitable for new Amazon Connect administrators, contact center managers, IT/support teams, or anyone starting with Amazon Connect (no prerequisites; complements courses like "Amazon Connect: Creating and Managing Instances").
• Coverage of the Amazon Connect console basics and alignment with AWS best practices for cloud contact center administration.
• Certificate of completion issued.