Amazon Connect Customer now supports customizing the Customer Profiles app on the agent workspace

Amazon Connect Customer Profiles now allows administrators to customize which customer data that agents see in the agent workspace, and how it is displayed, using layouts they build in Profile Explorer. Customer Profiles provides agents with a real-time, unified view of each customer during interactions, combining contact history with customer data from multiple sources. Agents who handle different kinds of requests need different customer data in front of them.

Within Profile Explorer, administrators can create and save each layout of Customer Profiles widgets, such as contact history, contact information, and lifetime value calculated attributes, and assign it to agents in place of the legacy Customer Profiles view. For example, an airline baggage claims agent sees contact history, active flights, and baggage ticket information, while a loyalty agent sees loyalty status, preferences, and upcoming flights. Layouts can also include an AI Profile Summary that focuses the agent's attention on key customer insights by summarizing the customer profile.

You can use Profile Explorer 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 about Profile Explorer, see Profile Explorer in the Amazon Connect Customer administrator guide.