Amazon Connect Routing Fundamentals

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

• Recognize key routing concepts and constructs in Amazon Connect
• Recall inbound and outbound routing processes
• Explore security and access for routing
• Identify service quotas related to routing

• No deep prior experience is required, but basic computer and internet skills are helpful
• Ability to read course instructions in English and complete short practice activities