Connect LabAmazon Connect study

Amazon Connect study ยท offline

Learn the contact center in color.

Flows, queues, routing profiles, Lex, agent assist, Contact Lens, Lambda, Kinesis, the CCP, and the bridges from Cisco UCCE, Genesys, and Webex.

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Inbound call path1PSTN2Contactflow3Lex orqueue4Routingprofile5CCP6CTR andKinesisAnimated study path. Confirm the cited rooms.
Inbound call path1PSTN2Contactflow3Lex orqueue4Routingprofile5CCP6CTR andKinesisAnimated study path. Confirm the cited rooms.

Learn it in 5 minutes

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Amazon Connect here means the contact-center instance: flows, queues, routing profiles, Lex, agent assist, Contact Lens, Lambda, Kinesis, the CCP, and the bridges from UCCE, Genesys, and Webex Contact Center.

No AWS account is required. Nothing on this site places a live call.

98rooms
18tracks
117diagrams
99flows

Chapters

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Each chapter is an icon, a label, and one line. Open it for fundamentals, then the working rooms, then the advanced rooms.

Routing

Who can take the contact, and in what order

Forecasting

Interval, forecast, hiring plan, then adherence

Contact Lens

Transcripts, redaction, metrics, and evaluation forms

CRM and CPaaS

Salesforce, Twilio's own docs, and the phone-number seam

Ecosystem

Glossary, mind map, sisters, maps, bridges, and hooks

Tracks

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01

Foundations

The AWS the contact center sits on

11 rooms

02

Instance

The boundary you actually operate

4 rooms

03

Telephony

Numbers, ports, and the PSTN

5 rooms

04

Contact flows

Every block and the module

6 rooms

05

Lex V2

Intents, slots, and DTMF

3 rooms

06

Agent assist and agentic AI

Q, Wisdom, and what replaced them

4 rooms

07

Lambda

The eight-second contract

3 rooms

08

Routing

Queues, profiles, hours, and proficiency steps

6 rooms

09

CCP and workspace

The agent desktop and Streams

4 rooms

10

Profiles, cases, tasks

The work that outlives the call

4 rooms

11

Channels and campaigns

Chat, SMS, WhatsApp, email, outbound

4 rooms

12

Analytics

CTR, conversational analytics, and evaluation forms

6 rooms

13

Security, quotas, price

IAM, KMS, SAML, and the bill

4 rooms

14

Global Resiliency

The supported second Region

3 rooms

15

Troubleshooting

One fault, one log, one change

4 rooms

16

Bridge

From CUCM, UCCX, UCCE, Webex, Genesys, Avaya

4 rooms

17

Integrations

Salesforce, ServiceNow, Teams, and public CPaaS notes

6 rooms

18

Ecosystem

Glossary, mind map, WFM, recording, E911, CRM, AI

17 rooms

Sources and go deeper