What are best practices that I can use when I'm customizing my Amazon Connect agent workspace?

Resolution

Optimize your CCP

To minimize issues with your Contact Control Panel (CCP), take the following actions:

• Train your agents on how to correctly use your CCP.
• Customize your CCP layout to match your workflow needs.
• Integrate your CCP with tools that your agents frequently use.

To troubleshoot common issues that you might experience with your CCP, take the following actions:

• If an agent can't accept contacts, then update the agent's routing profile and permissions.
• If the agent is experiencing audio issues, then review their browser settings and network connectivity. For more troubleshooting steps, see Troubleshoot audio quality issues by using QualityMetrics in the contact record.
• If your CCP doesn't load, then use a different browser.
• If you get CCP user interface errors, then see Contact Control Panel (CCP) issues to troubleshoot.

Use third-party applications to streamline workflows

To reduce the number of windows that an agent interacts with, you can integrate third-party applications. Use only the third-party applications that you need for your agent workflows. Also, make sure that the applications are compatible with Amazon Connect.

To troubleshoot common issues that you might experience with third-party application integrations, take the following actions:

• If your integration doesn't work, then update your API keys and permissions.
• If your integration has inconsistent data, then update the data source configuration.

Use Amazon Q to get real-time recommendations for agents

Use Amazon Q to help your agents quickly get accurate answers. Create a knowledge base to train Amazon Q with relevant data. Regularly update your knowledge base to refine Amazon Q. If Amazon Q provides recommendations that aren't relevant, then update the data that you provided to Amazon Q. For more information, see When was your knowledge base last updated?

Use the Amazon Q real-time recommendations only as a supportive tool, and encourage your agents to use their best judgement with the recommendations.

Use tasks to track work and follow-up activities

To prioritize and organize agent workloads outside of active contacts, deliver tasks to your agents. When you set up a task, define clear task categories and priorities. Also, integrate task management with other systems for your agents to use, and define clear service level agreements (SLAs) to complete tasks.

To troubleshoot common issues  that you might experience with tasks, take the following actions:

• If your tasks aren't assigned to agents, then check your routing rules and agent status.
• If you have overdue tasks, then create automated reminders and escalation procedures.
• If you have duplicate tasks, then add deduplication logic to Amazon Connect.

Use step-by-step guides

To standardize processes and help reduce the training time for agents, use step-by-step guides. Make sure that the step-by-step guides are clear, concise, adaptable, and easily accessible in the agent workspace. Also, regularly update guides based on feedback and changes to your processes.

If you don't see your guides in the agent workspace after you create them, then check the workflow configurations and permissions.