Amazon Connect Customer launches two new layouts for agent workspace

Amazon Connect Customer Layout Updates

Amazon Connect Customer now offers two new layouts to optimize the agent workspace: Modern and Classic. These layouts are designed to enhance agent efficiency and satisfaction by allowing administrators to choose the best layout for each team based on their specific needs and workflows.

Modern Layout

• Contact Controls: Positioned at the top of the workspace to maximize screen space for applications during voice calls.
• Chat, Email, and Task Contacts: Agents have a taller, wider area to read and respond.

Classic Layout

• Contact Controls: Expand and contract by channel, offering a familiar experience for agents.
• Agent Assist Application: Resizable for better usability.

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)

What to do

• Review the new layouts in the Amazon Connect Customer administrator guide.
• Choose the layout that best fits your team's workflow and assign it accordingly.

Source: AWS release notes

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