Choose a layout for the agent workspace
A layout controls how components and applications are arranged on the agent workspace. Amazon Connect Customer provides two layouts: Classic, which matches the original layout of the agent workspace, and Modern, which optimizes screen space for different channels.
You can set a different layout for each workspace, and assign a workspace to different agents. If you do not choose a layout or assign a workspace to an agent, they will continue to see the original layout of the agent workspace. For more information, see Assign an agent workspace layout to agents.
Classic layout
The Classic layout matches the original layout of the agent workspace. The contact list, contact controls, and applications look and behave similarly to how they do in the original layout.
The Classic layout has five components, numbered in the following image:
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The header bar, where agents change their status, update their settings, and sign out.
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The contact list, which lists an agent's active contacts.
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The contact controls, which agents use to handle calls, chats, emails, and tasks.
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Application tabs, which hold first-party applications such as Cases and Customer Profiles, and third-party applications.
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Agent assist, which provides proactive, real-time recommendations.
The Classic layout differs from the original layout of the agent workspace in four ways:
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The status toggle, device settings, and sign-out button are located in the header bar, not above the contact list. For more information, see Access settings in the Classic and Modern layouts.
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The contact controls are wider for chat and email contacts by default.
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The contact controls keep their width when an agent switches between contacts on different channels.
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Agents can resize agent assist.
Modern layout
The Modern layout offers a different placement of components and applications in order to optimize screen space for agents handling contacts of different channels.
The Modern layout has six components, numbered in the following image:
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The header bar, where agents change their status, update their settings, and sign out.
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The contact list, which lists an agent's active contacts.
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The contact control bar, which holds the primary contact controls.
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The contact controls, which include controls specific to each channel, including video calls, chats, emails, and tasks.
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Application tabs, which hold first-party applications such as Cases and Customer Profiles, and third-party applications.
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Agent assist, which provides proactive, real-time recommendations.
Voice calls
During a voice call, the contact control bar contains all the voice call controls, including Mute, Hold, Transfer, and End call. Agents have the full area beneath the contact control bar to use applications and agent assist. Contact controls appear for a voice call only during after contact work, when a transcript is available, and when video calling is enabled.
When an agent transfers a call, the list of participants and their controls opens from the contact control bar.
Chats, emails, and tasks
During a chat, email, or task, the contact controls appear to the left of the applications. Compared to the Classic layout, agents have a taller, wider area to read and respond.
Two or more contacts
The contact list appears only when an agent has two or more active contacts. The contact list collapses to a list of icons, one for each contact, and with an icon specific to its channel. Agents can expand the contact list to see the contact names, and for chat contacts, a preview of the most recent message.
Collapsible components
Agents can expand, collapse, and resize the contact list, the contact controls, and agent assist.
No active contacts
When an agent has no active contacts, the contact control bar shows a welcome message. Agents can use applications without an active contact, or they can start a new contact with the buttons at the top right.
Access settings in the Classic and Modern layouts
In both layouts, agents can open the drop-down menu in the header bar to change their language, their choice of light or dark mode, and sign out.
Choosing Device settings opens a dialog where agents can update their camera, speaker, microphone, ringer, and other device settings.
Preview a layout
Both layouts are AWS-managed views. To preview a layout before you assign it, go to UI Management > Views, then open Agent Workspace - Classic or Agent Workspace - Modern in the UI builder.
