# Troubleshoot an agent's workstation for call quality and disconnect problems
<a name="agent-ts"></a>

Before you read this topic, we recommend that you confirm your agent's workstation meets the [minimum hardware requirements](ccp-agent-hardware.md) for using Amazon Connect.

This topic explains how to investigate device problems. 
+ Investigate platform issues
  + Run the [Endpoint Test Utility](check-connectivity-tool.md) from the affected agent's machine and check the results.
  + Check whether the agent workstation meets [minimum hardware requirements](ccp-agent-hardware.md) for Amazon Connect. For a workstation that meets the requirements, the results are similar to those in the following image.  
![\[An example of a workstation that meets all the Amazon Connect requirements.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/endpoint-test.png)
  + The contact record displays the [DeviceInfo](ctr-data-model.md#ctr-deviceinfo) of the participant (customer or agent) including the platform, platform version, and the operating system. The `deviceInfo` parameter helps to identify the agent's workstation settings. 

    `"deviceInfo": { "platformName": "Chrome", "platformVersion": "116", "operatingSystem": "Windows" },`
  + Check whether there are any recent operating system or browser upgrades/patches applied for the impacted agents. If so, confirm whether the issue can be resolved by rolling back to the last known working revision. 
  + Check whether the issue is reproducible across [all browsers supported by Amazon Connect](connect-supported-browsers.md). 
+ Investigate headset issues
  + Ensure that the agent's headset meets the [minimum headset requirements](ccp-agent-hardware.md#ccp-agent-headset). 
  + Check whether the issue occurs when a different headset (or no headset) is used. 
    + If using a wireless headset, consider using a wired one. 
  + If your audio input device supports noise cancellation, consider changing the settings for the same as required.
+ Investigate for application incompatibility
  + Check whether any recent software/application installed on the workstation that may be doing one of the following:
    + Taking exclusive control of agent's mic/speaker. This issue documented in [Contact Control Panel (CCP) Issues](common-ccp-issues.md)
    + Consuming excessive network bandwidth, and thus preventing the bandwidth from being available to Amazon Connect. 

    If so, to find the problematic application, remove the recently installed applications one at a time until the issue is resolved. 
+ Investigate your custom CCP
  + If you are using a custom CCP (not the default CCP), does the issue reproduce on a default CCP?