Access third-party applications in the agent workspace

Important things to know

• We are aware of the Google Chrome Third-Party Cookies Deprecation (3PCD) that may impact the third-party applications experience. If you are using third-party apps in the Amazon Connect Agent workspace on the Chrome browser, we recommend that you:

  • Temporary solution: Update Enterprise Chrome policies). You can set BlockThirdPartyCookies Policy to false and safeguard your agent experience from immediate impact due to 3P Cookie Deprecation.

  • Permanent solution: We recommend that app developers follow best practices that will continue to pass third-party cookies.

• You must have integrated the application and the agent must have access to the application by using security profiles. The agent must also have access to the CCP in order for the application launcher to appear.

Use the app launcher to access third-party applications

Agents can access third-party applications in the agent workspace by using the apps launcher, shown in the following image. The apps launcher appears on the agent workspace after you have successfully onboarded your third-party app.

The app launcher shows a list of applications that the agent has access to.

The agent can launch applications when they don't have any contacts (they are in the idle state) or when they are on a contact (call, chat, or task). After an app is opened for a given contact, it stays open until that contact is closed.

Required security profile permissions to access third-party applications

Agents need the following security profiles permissions to access third-party apps:

• Contact Control Panel (CCP) - Access the CCP

• Access to at least one third-party application - it appears in the security profile page after you have successfully onboarded your third-party app.

Pin apps on the agent workspace

Agents can pin an app as open. On the apps tab, choose the More icon and then select Pin tab, as shown in the following image.

After an app is pinned, it stays open in the idle state and pops open for any contacts that come in. The app stays pinned for that user and browser until the user clears the cookies on the browser.

An agent can unpin the tab if they no longer want this app to always be open; they will still be able to open and close the app as needed.

Examples of apps pinned on the agent workspace

The following image shows an example of a third-party app named NoteTest that is pinned to the agent workspace.

The following image shows an example of a third-party app named Maps that is pinned to the agent workspace.