Upcoming changes to the Contact Control Panel (CCP)

We are releasing an update to the look and feel of the Contact Control Panel (CCP). This update is designed to make the application more intuitive and responsive for your agents.

Note

The layout and functionality of the CCP is not changing as part of this visual refresh. For examples of what the updated CCP looks like, see Before and after examples of the visual refresh.

If you have any questions about the upcoming visual refresh, contact Support or your Technical Account Manager.

Depending on how you access the CCP, you may already be able to preview the changes or start using the updated user interface. The update has been released to customers who use the following:

CCP-V2, that is, your URL ends with /ccp-v2
The pre-built CCP embedded by using the Amazon Connect Streams API
The Amazon Connect Salesforce CTI Adapter

You do not need take any action to opt-in unless you want to preview the changes before they are automatically released to you.

How to preview the updated CCP

Complete the following steps to preview the updated CCP for your use case.

If you use the Amazon Connect Streams API

Note

You must use Amazon Connect Streams version 2.14.3 or later version to preview the visual refresh of the CCP. Upgrading your Amazon Connect Streams version is not required to automatically receive the updated CCP at a later date.

If you embed the pre-built CCP by using the Amazon Connect Streams API, complete the following steps to use the updated CCP user interface in your Amazon Connect instance:

Update the ccpUrl in your initCCP call to include "?visual-refresh=true". For example:


connect.core.initCCP(containerDiv, { 
  ccpUrl: "example-instance.my.connect.aws/ccp-v2/?visual-refresh=true", 
  ... 
});

Or, if you are using initApp to initialize the CCP as an agent app, you can update your code as follows:
```
connect.agentApp.initApp(
"ccp",
"ccp-container",
connectUrl + "/ccp-v2?visual-refresh=true",
...
);
```
It is easy to add if or other conditional logic for additional flexibility. For example, if you want to enable the updated user interface on only your developer Amazon Connect instance for now, you can use the following logic:
```
let ccpUrl = connectUrl + "/ccp-v2/";
if (isDevInstance(connectUrl)) {
ccpUrl += "?visual-refresh=true";
}

connect.core.initCCP(containerDiv, {
ccpUrl
...
});
```

The following image shows an example of how the updated CCP user interface will look when embedded into a custom agent application.

The updated CCP embedded into a custom agent application.

If you use the standalone CCP-V2

If you are using CCP-V2 as a standalone agent application, you can preview the updated CCP user interface by changing the URL in your browser:

From:

https://instancename.my.connect.aws/ccp-v2/

To:

https://instancename.my.connect.aws/ccp-v2?visual-refresh=true

When you refresh or navigate away from the page, Amazon Connect reverts the user interface back to the previous look and feel.

Before and after examples of the visual refresh

The images in this section show you how the current CCP user interface compares with the upcoming CCP. The updated CCP user interface features stronger color contrast, updated visual style of buttons, updated iconography, and more responsive and visually consistent elements across interfaces.

Before visual refresh: Default state