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Amazon Connect agent workspace is a single, intuitive application that provides your agents with all the customer information and step-by-step guidance they need to onboard faster, resolve issues more efficiently, and improve customer experiences. Contact center agents are often required to use many separate applications in order to manage even a single customer interaction, increasing handling times and frustrating customers. Amazon Connect agent workspace integrates your entire agent experience into one screen, empowering agents to more easily delight customers.

With Amazon Connect agent workspace, contact center managers can provide agents with a single, unified application for efficiently handling customer needs. When agents accept calls, chats, messages, and tasks, they can view updated customer information, receive generative AI recommendations, manage complex issues, and use step-by-step guidance to resolve issues quickly. The agent workspace delivers these capabilities out-of-the box and also allows you to integrate third-party applications (e.g., billing, scheduling, or ordering systems).

Download Sma Connect Agent

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Resolve customer issues quickly and accurately by automatically identifying customer issues and recommending appropriate actions to take with step-by-step guides. Create guides that walk agents through the steps needed to efficiently resolve a contact during a customer interaction.

With no coding, you can present the right information to your agents, at the right time. Contact center managers can use the no-code drag-and-drop interface to easily design and modify agent UI and workflows. Workflows (i.e., Amazon Connect flows) use the same building blocks as contact routing, enabling you to seamlessly pass customer context from your IVR and chatbots to your agents based on context such as call queue and customer information.

Q: How will my agents use the agent workspace?

By using the same login credentials as Amazon Connect, agents can log in to the agent workspace to get immediate access to every agent feature (Contact Control Panel, Customer Profiles, Cases, Voice ID). When a call, chat, message, or task comes in, any enabled feature will automatically surface contextually relevant views, such as who is the customer, what is their problem, and solutions to that problem, which helps the agent resolve issues faster. Every Amazon Connect instance comes with the agent workspace enabled by default. To help your agents log in, see the Administrator Guide.

Q: What is the difference between the Amazon Connect agent workspace and the Contact Control Panel?

The agent workspace is a web application that allows you to access the Contact Control Panel (CCP), guides, Customer Profiles, Cases, and Amazon Q in Connect - accessed from: name.my.connect.aws/agent-app-v2/. Agent workspace users automatically have access to the latest features, capabilities, and updates. The CCP is a web application that contact center agents use to manage calls, chats, and tasks - accessed from: name.my.connect.aws/ccp-v2/. Customers use the CCP within workspace (navigate to /agent-app-v2), as a standalone web application (navigate to /ccp-v2), or by embedding it into their own app (use StreamsJS).

Q. How do I set up a step-by-step guide?

You can create custom workflows and step-by-step guides for your agent workspace by using the Amazon Connect no-code, drag-and-drop interface. For more details, see the Administrator Guide.

Q: When are relevant step-by-step guides triggered and presented to your agents?

In your contact flows, you determine which guides are shown to an agent under specified conditions. For example, you can surface Guide A for your agents every time a contact comes through Queue A. Alternatively, you can surface specific guides depending on different IVR inputs. Configuration is customizable for your business needs.

Some of our users have complained that the connect agent stops working randomly. When they go to the portal it keeps saying connecting but never opens the netextender application. Reinstalling the connect agent doesnt seem to help. Only way I have found to be helpfull is reinstalling the netextender client and connect agent. Has anyone else had this problem?

Out-of-the-box, the agent workspace integrates all of your agent facing capabilities on one page. For example, when an agent accepts a call, chat, or task, they are given necessary information about the case and customer, plus real-time recommendations.

If you see the issue you mentioned, stop/start the service on the agented server. If that does not work, give it a reboot. Normally that's the fix, only rarely have I had to re-install it again, generally a re-start of the agent service will force it to do the do, install the required plug-ins or upgrade itself to a newer versionafter a SW upgrade.

We had this same problem with the agents not checking in. when we upgraded our Solarwinds to the latest version the agents stopped checking in. i went ahead and added a CA Signed Cert (Digicert but I am sure your Internal CA would work as well as long as its known by your servers) and after about 15 minutes all our agents reported in and automatically updated.

Customer service agents deal with surprises every day, but their performance should never be one of them. Keep work-from-anywhere teams connected through role-specific dashboards, transparent feedback, and personalized coaching.

Never miss a coaching moment. Capture customer feedback on agent performance after every service interaction. With higher-than-average response rates and real-time feedback streams, team leaders can easily identify and act on meaningful coaching opportunities with their agents.

It is also possible that you may not have the correct ports open for your agent. See the Check Ports In Agent Environment article in the TIBCO Community for information on verifying which ports are open.

"The situation is this: the icinga master is in my network and doesnt have a public ip. my network is connected to the hosts network via vpn. the same setup exists for multiple other networks and works flawlessly with linux servers.

the thing is: the vpn is one way and the host network has no route to my network.

I got it working somehow for one host, after Kev kindly helped me, but afaik i tried the same apporach for two more hosts and it doesnt work the same way. The certificates work and are correct imo, but the master simply cant establish a connection."

I just tried your solution of modifying the conf manually. Sadly nothing changed.

How would that even help though, considering the agent has no way of finding the host due to the one way connection.

Don't install Azure AD connect on a domain controller. It should be a member of the domain, but it should not be a domain controller. The instructions for Azure AD connect are a bit vague on this point.

I am having this same issue. Everytime I follow a series of links to try and get in touch with someone, it just ends in a messages saying "Unfortunately we encountered some issues and cannot continue your chat with the agent. Please feel free to ask me any other questions here." @ComcastBianca would you be able to help me too? I can't find the link to message you.

The workflows that agents interact with run as chat contacts in Amazon Connect. We recommend that you increase your concurrent active chats per instance quota by the number of concurrent contacts you expect to have this feature enabled for.

The gpg-connect-agent is a utility to communicate with arunning gpg-agent. It is useful to check out the commandsgpg-agent provides using the Assuan interface. It mightalso be useful for scripting simple applications. Input is expectedat stdin and output gets printed to stdout.

You can securely connect a Netdata Agent, running on a distributed node, to Netdata Cloud. A Space'sadministrator creates a claiming token, which is used to add an Agent to their Space via the Agent-Cloud link(ACLK).

When connecting an agent (also referred to as a node) to Netdata Cloud, you must complete a verification process that proves you have some level of authorization to manage the node itself. This verification is a security feature that helps prevent unauthorized users from seeing the data on your node.

By connecting a node, you opt-in to sending data from your Agent to Netdata Cloud via the ACLK. Thisdata is encrypted by TLS while it is in transit. We use the RSA keypair created during the connection process to authenticate theidentity of the Netdata Agent when it connects to the Cloud. While the data does flow through Netdata Cloud servers on its wayfrom Agents to the browser, we do not store or log it. 006ab0faaa