Amazon Connect Customer launches two new layouts for agent workspace

Amazon Connect Customer now offers two different layouts that optimize screen space on the agent workspace. Contact center agents spend hours each day in the agent workspace, which includes all of the contact controls and applications they need to resolve customer issues. Agents who handle different channels and workflows want the workspace arranged differently, so that they can quickly read, respond, and access their tools. Now, administrators can choose the best layout for each team, maximizing agent efficiency and satisfaction.

On the Modern layout, contact controls are at the top of the workspace, maximizing screen space for the applications beneath during voice calls. When agents handle chat, email, and task contacts on the Modern layout, they now have a taller, wider area to read and respond. The Classic layout offers a familiar experience for agents already using the agent workspace, now with contact controls that expand and contract by channel and a resizable agent assist application. Administrators can assign the Modern layout to a team migrating from another agent desktop with controls at the top, while teams already familiar with the agent workspace can use the Classic layout.

You can use the new layouts for the Amazon Connect Customer agent workspace in the following AWS regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul), Asia Pacific (Singapore), Asia Pacific (Sydney), Canada (Central), Europe (Frankfurt), and Europe (London).

To learn more and get started, see the agent workspace in the Amazon Connect Customer administrator guide.