Contact centers continuously strive to improve customer experience by offering effective and personalized experiences. By using AWS Lambda functions in Amazon Connect flows, experience designers can use external data sources to provide better context for contact handling. This capability can positively impact the selection of the most effective agent available to handle the contact. With the help of external data, organizations can offer self-service options or provide personalized service to each contact.
In this course, you will learn best practices for invoking Lambda to perform synchronous and asynchronous processes within flows. You will also learn how integration errors are handled in flows and explore best practices to write Lambda code for Amazon Connect flows.
- Course level: Intermediate
- Duration: 45 minutes
Activities
This course includes interactions and assessments.
Course objectives
In this course, you will learn to do the following:
- Identify use cases for synchronous processes.
- Identify use cases for asynchronous Lambda function invocations.
- Recognize and handle errors that impact the flows' functionality.
- Recognize best practices to write Lambda functions that optimize the flows' error handling.
- Recognize Amazon CloudWatch approaches to monitor and troubleshoot integration errors.
Intended audience
This course is intended for contact center professionals, including those in roles such as:
contact center engineer, Amazon Connect developer, implementation consultant.
Prerequisites
- Amazon Connect Flows Fundamentals
- Amazon Connect Flows Intermediate
- Amazon Connect Flows Lambda Integrations Fundamentals
Course outline
Section 1: Flows and AWS Lambda Integration
- Synchronous Processes
- Asynchronous Processes
Section 2: Error Handling, Monitoring, and Troubleshooting
- Handling Integration Errors
- Monitoring and Troubleshooting Integrations
Section 3: Conclusion
- Summary
Section 4: Knowledge Check Questions
- Knowledge Check
Section 5: Getting Help
- Learn More
