Provide agents with access to the Contact Control Panel - Amazon Connect

Provide agents with access to the Contact Control Panel

Note

This is the URL to the CCP website:

  • https://instance name.my.connect.aws/ccp-v2/

This is the URL to the agent application:

  • https://instance name.my.connect.aws/agent-app-v2/

Steps to ensure agents can access the CCP

Agents use the Amazon Connect Contact Control Panel (CCP) to communicate with contacts. But before agents can access to the CCP and handle contacts, there are a few things you need to do:

  1. Ensure your network meets the requirements for using the CCP. For more information see Set up your network.

  2. Ensure agents have the appropriate headsets and workstations. For more information see Agent headset and workstation requirements for the CCP.

  3. Create a user name and password for agents to log into the CCP, by adding agents to your instance.

  4. At minimum, assign them the Agent security profile. This grants them permissions to access the CCP, which they use to manage contacts.

  5. Provide the user name, password, and the CCP website link to your agents so they can log in.

    We recommend telling agents to bookmark the URL to the CCP so they can readily access it.

  6. Train your agents on the CCP:

Agent application: Everything in one place

Want your agents to manage contacts, and access customer profiles, cases, and knowledge all in one place? Use the agent application!

The agent application is a single web browser interface that hosts the CCP, Customer Profiles, Cases, and Amazon Q in Connect.

If you're using the CCP that is provided with Amazon Connect, after you enable Customer Profiles, Cases, or Amazon Q in Connect, share the following URL with your agents so they can access it in the agent application:

  • https://instance name.my.connect.aws/agent-app-v2/

For help finding your instance name, see Find your Amazon Connect instance name.

Grant microphone access in Chrome, Firefox, or Edge

If agents experience problems with their microphone, they may need to grant microphone access in their browser. Choose one of the following articles to get the steps appropriate for your browser:

Important

A change introduced in Google Chrome version 64 may result in issues with receiving calls if you are using an embedded Contact Control Panel (CCP) softphone using the Amazon Connect Streams library. If you are experiencing issues with your microphone when using Chrome version 64, you can resolve the issue by building and deploying the latest version of the Amazon Connect Streams API, following the steps under Downloading Streams.

You can also resolve the issue by using Firefox or Edge as your browser.

How to get help for CCP issues

Agents: Contact your manager or the technical support provided by your company.

Amazon Connect Administrators: See Troubleshooting Issues when using the Contact Control Panel (CCP) for detailed troubleshooting steps. Or, log in to the AWS Management Console (https://console.aws.amazon.com/console) using your AWS account. In the upper right corner of the page, choose Support, and open a support ticket.