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Assign an agent workspace layout to agents - Amazon Connect Customer
Create a workspace and set the layoutAssign the workspace to agents

Assign an agent workspace layout to agents

To assign a layout to agents, create a workspace, select a layout, and assign the workspace to agents. Agents who are not assigned a workspace continue to use the original layout of the agent workspace.

Note

Your security profile needs permissions to view, edit, create, delete, assign, and edit visibility of workspaces. To add these permissions, go to the Security profiles page. For the full list of permissions, see List of security profile permissions.

Create a workspace and set the layout

  1. Open the Connect Customer admin workspace.

  2. Go to UI Management > Workspaces.

  3. Choose Add new workspace.

  4. Enter a name for the workspace. Optionally, enter a description, which only administrators see, and a title, which replaces Amazon Connect Customer in the header bar unless you use a custom logo.

  5. Choose Save. Amazon Connect Customer creates the workspace and opens its details page.

  6. In the Pages section, choose Add page.

  7. Choose Use existing Connect page.

  8. For Page, choose Agent Workspace.

  9. For Page layout, choose Agent Workspace - Classic or Agent Workspace - Modern.

  10. For View version, choose LATEST.

  11. (Optional) In the Customize apps on Agent Workspace section, choose a layout for the Customer Profiles app. For more information, see Show Profile Explorer in the agent workspace.

  12. Choose Save.

Assign the workspace to agents

Agents see the layout after you assign them the workspace.

  1. On the workspace details page, go to the Assignments section.

  2. Open the visibility dropdown and choose one of the following:

    • Visible to all users shows the workspace to every user in your instance.

    • Visible to assigned users shows the workspace only to the users and routing profiles that you assign.

    • Visible to no users hides the workspace while you prepare or test it.

  3. If you chose Visible to assigned users, choose Add assignments.

  4. For Users, search for and choose the agents who use this layout.

  5. For Routing profiles, search for and choose a routing profile. Assigning a routing profile assigns the workspace to every agent in it, which is the fastest way to reach a team.

  6. Choose Save.

To remove a user or routing profile from the workspace, select the assignment and choose Delete.