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Amazon Connect

Amazon Connect Agent Workspace

Empower agents with a unified generative AI-powered experience in just a few clicks

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Overview

Amazon Connect agent workspace is a single, intuitive application that provides your agents with all the customer information and step-by-step guidance they need to onboard faster, resolve issues more efficiently, and improve customer experiences. Contact center agents are often required to use many separate applications in order to manage even a single customer interaction, increasing handling times and frustrating customers. Amazon Connect agent workspace integrates your entire agent experience, including Amazon Q in Connect and third-party applications you already use, into one screen, empowering agents to more easily delight customers.

Display everything in a single agent experience

With Amazon Connect agent workspace, agents have a single, unified application for efficiently handling customer needs. When agents accept calls, chats, messages, and tasks, they can view updated customer information, receive generative AI-powered recommendations, manage complex issues, and use step-by-step guidance to resolve issues quickly. The agent workspace delivers these capabilities out-of-the box and also allows you to integrate third-party back-office applications, end-customer portals, and agent reporting dashboards you use today.

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Guide agents to faster resolutions

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Design your agent workflows and guides easily

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FAQs

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For more information, see Amazon Connect. 
By using the same login credentials as Amazon Connect, agents can log in to the agent workspace to get immediate access to every agent feature (e.g., Contact Control Panel, Customer Profiles, Cases, Voice ID). When a call, chat, message, or task comes in, any enabled feature will automatically surface contextually relevant views, such as who is the customer, what is their problem, and solutions to that problem, which helps the agent resolve issues faster. Every Amazon Connect instance comes with the agent workspace enabled by default. To help your agents log in, see the Administrator Guide.
To offer a single workspace for your agents while supporting your company’s specific use cases, you can integrate homegrown and vendor-built applications, such as a custom insurance policy portal or the FedEx order tracker, using self-service onboarding or Connect APIs. You can easily build and embed third-party applications that have a consistent look and feel with the agent workspace by using Cloudscape Design System components. If you would like to learn how to integrate or build a third-party application, visit the Developer Guide.
The agent workspace is a web application that allows you to access the Contact Control Panel (CCP), guides, Customer Profiles, Cases, and Amazon Q in Connect - accessed from: https://instance name.my.connect.aws/agent-app-v2/. Agent workspace users automatically have access to the latest features, capabilities, and updates. The CCP is a web application that contact center agents use to manage calls, chats, and tasks - accessed from: https://instance name.my.connect.aws/ccp-v2/. Customers use the CCP within workspace (navigate to /agent-app-v2), as a standalone web application (navigate to /ccp-v2), or by embedding it into their own app (use StreamsJS).
You can create custom workflows and step-by-step guides for your agent workspace and end-customers via chat by using the Amazon Connect no-code, drag-and-drop interface. For more details, see the Administrator Guide.
In your contact flows, you determine which guides are shown to an agent under specified conditions. For example, you can surface Guide A for your agents every time a contact comes through Queue A. Alternatively, you can surface specific guides depending on different IVR inputs. Configuration is customizable for your business needs.