Potential conflicts when using Custom CCP and Agent Workspace simultaneously

Yes, there are potential conflicts and issues to be aware of when using both a custom Contact Control Panel (CCP) and Agent Workspace simultaneously:

1. Authentication conflicts: Both custom CCPs and Agent Workspace rely on third-party cookies for authentication. If these cookies are disabled or blocked, it can lead to authentication issues for agents using either interface.

2. Initialization conflicts: Initializing the CCP via streams in third-party applications, even if hidden, is not supported when using Agent Workspace. Instead, you should use contact and agent events when they are available.

3. Event subscription overlap: If both your custom CCP and Agent Workspace are subscribing to the same agent and interaction events, it could lead to duplicate processing or conflicting behaviors in your application.

4. Browser compatibility: Different browsers may handle the integration of custom CCPs and Agent Workspace differently. For example, Firefox has specific limitations that may prevent the CCP from being embedded in another application, which could affect your custom implementation.

5. Performance issues: Running both a custom CCP and Agent Workspace simultaneously could potentially impact performance, especially on systems with limited resources.

6. Microphone access: Browsers like Chrome and Edge Chromium conform to Firefox's microphone usage guidance, meaning they only have access to the user's microphone when the CCP tab is in focus. This could lead to missed calls if agents are not properly managing their browser tabs.

7. UI/UX inconsistencies: Using both interfaces simultaneously might create a confusing experience for agents, as they would need to switch between different interfaces with potentially different designs and functionalities.

To mitigate these issues, it's generally recommended to choose either a custom CCP or the Agent Workspace, rather than trying to use both simultaneously. If you need to customize the agent experience, consider building a custom application that can be integrated as a tab within the Agent Workspace, using the Amazon Connect App SDK. This approach allows you to extend functionality while maintaining consistency with the overall Agent Workspace experience.
Sources
Browsers supported by Amazon Connect - Amazon Connect
Recommendations and best practices for Amazon Connect Agent Workspace - Agent Workspace
How to subscribe the agent and contact events to my third party application page | AWS re:Post