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Customize the Connect Customer agent workspace

The agent workspace integrates all of the agent-facing capabilities in Connect Customer out of the box. You can access the agent workspace at https://instance-name.my.connect.aws/agent/.

You can customize the agent workspace by integrating third-party applications and creating custom visual workflows with step-by-step guides.

The following image shows the parts of the agent workspace:

The agent workspace, with callouts pointing to each part.

  1. The contact controls, which agents use to handle calls, chats, emails, and tasks.

  2. Third-party applications, which you can add to the workspace to reduce the number of windows that an agent has to toggle between.

  3. Real-time recommendations from agent assist.

  4. Tasks to assign work or follow-up activities.

  5. Case management, powered by Connect Customer Cases.

  6. Step-by-step guides, which offer visual guidance for common workflows in your contact center.

  7. Customer information, powered by Customer Profiles.

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