Customize the Amazon Connect agent workspace
This section explains how to customize the agent workspace and enable guided experiences.
The agent workspace integrates all of your agent-facing capabilities out of the box. When an agent accepts a call, chat, email, or task, they can see relevant information about the case and customer, plus step-by-step guidance and real-time recommendations.
You can customize the agent workspace by integrating third-party applications and creating custom workflows with step-by-step guides.
The following image shows the parts of the agent workspace.
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The Contact Control Panel, which agents use to handle calls, chats, emails, and tasks.
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Third-party applications, which reduce the number of windows an agent interacts with.
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Real-time recommendations, powered by Amazon Q in Connect.
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Tasks to assign work or follow-up activities.
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The case ID, and other info on the Cases tab, powered by Amazon Connect Cases.
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Step-by-step guides, which provide consistent workflows to reduce cognitive load.
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Machine-learning powered voice authentication, powered by Voice ID.
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Customer information on the Customer profile tab, powered by Amazon Connect Customer Profiles.
You can also integrate third-party applications—built by vendors or you—into the agent workspace. The following image shows an example third-party app named SchedulerApp in the agent workspace. Agents can launch apps by using the Apps launcher, which is located in the right corner of the agent workspace.
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