• Online, Self-Paced

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.
This course will take 90 minutes to complete. To receive credit for this training, you must successfully complete the assessment at the end of this course.
To begin this course, choose START COURSE. To advance to a specific topic, pick from the following lesson titles. For further guidance, select the How to Use this Course lesson.

© 2022 Amazon Web Services, Inc. or its Affiliates. All rights reserved.

Learning Objectives

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.
This course will take 90 minutes to complete. To receive credit for this training, you must successfully complete the assessment at the end of this course.
To begin this course, choose START COURSE. To advance to a specific topic, pick from the following lesson titles. For further guidance, select the How to Use this Course lesson.

© 2022 Amazon Web Services, Inc. or its Affiliates. All rights reserved.

Framework Connections

The materials within this course focus on the NICE Framework Task, Knowledge, and Skill statements identified within the indicated NICE Framework component(s):

Specialty Areas

  • Network Services
  • Systems Development

Specialty Areas have been removed from the NICE Framework. With the recent release of the new NICE Framework data, updates to courses are underway. Until this course can be updated, this historical information is provided to give better context as to how it can help you with your cybersecurity goals.

Feedback

If you would like to provide feedback for this course, please e-mail the NICCS SO at NICCS@hq.dhs.gov.