Two new agent workspace layouts arrive in Amazon Connect Customer!

Hi, it's Shii-chan! Today's news is about a change to the screen that contact center agents work in every day!

AWS What's New aws.amazon.com

What was announced?

AWS announced in What's New that the Amazon Connect Customer agent workspace now offers two layouts that optimize screen space. Administrators can choose one for each team.

The story so far

Contact center agents spend hours every day in the agent workspace, which holds the contact controls and the applications they need to resolve customer issues. But agents who handle different channels and workflows want the workspace arranged differently. That's why you can now pick a layout per team.

What changes

Administrators can pick the best layout for each team, to maximize agent efficiency and satisfaction.

• For a team migrating from another agent desktop that has controls at the top: assign the Modern layout
• For teams already familiar with the agent workspace: use the Classic layout

Dive Deep

Here's how the two layouts differ.

• Modern layout
  • Contact controls are at the top
  • During voice calls, more screen space goes to the applications beneath
  • For chat, email, and task contacts, there's a taller, wider area to read and respond
• Classic layout
  • For agents already used to the existing workspace
  • Contact controls expand and contract by channel
  • The agent assist application is resizable

Available Regions

• US East (N. Virginia)
• US West (Oregon)
• Africa (Cape Town)
• Asia Pacific (Seoul)
• Asia Pacific (Singapore)
• Asia Pacific (Sydney)
• Canada (Central)
• Europe (Frankfurt)
• Europe (London)

See the agent workspace section of the Amazon Connect Customer administrator guide for details!

Wrap-up

• The agent workspace gets two layouts: Modern and Classic
• Modern puts controls at the top and gives more room to apps and to reading and replying
• Classic keeps the familiar feel, now with channel-aware controls and a resizable agent assist application
• Administrators assign layouts per team

This is a nice update for contact center administrators and teams migrating from other desktops!