Amazon Connect Customer launches two new layouts for agent workspace

Amazon Connect Customer Layout Updates

Amazon Connect Customer now offers two different layouts to optimize screen space on the agent workspace. These layouts aim to maximize agent efficiency and satisfaction by allowing administrators to choose the best layout for each team.

Modern Layout

The Modern layout places contact controls at the top of the workspace, maximizing screen space for applications during voice calls. For chat, email, and task contacts, agents have a taller, wider area to read and respond.

Classic Layout

The Classic layout offers a familiar experience with contact controls that expand and contract by channel and a resizable agent assist application.

Available Regions

The new layouts are available 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).

What to do

• Choose the layout that best fits your team’s needs.
• Assign the Modern layout to teams migrating from another agent desktop.
• Use the Classic layout for teams already familiar with the agent workspace.

Source: AWS release notes

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