Access the Worklist app in the Amazon Connect agent workspace
The Worklist app enables agents with the required permissions and routing profile settings to manually prioritize and assign queued work to themselves. The following steps explain how to provide your users access to the Worklist app in their workspaces.
Note
An agent can only access the Worklist App in the Agent Workspace if they have a Security Profile with the appropriate permissions described below.
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Update the security profiles by selecting one of these permissions:
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Allow 'Assign to me' for any contact permission - Enables agents to view contacts under any of these conditions:
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Current Agent is the only Preferred Agent on the Contact.
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Current Agent is one of the Preferred Agents on the Contact.
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Any Agent or set of Agents are Preferred Agents on the Contact.
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Contact with no Preferred Agents.
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Allow 'Assign to me' for my contact permission - Enables agents to view contacts under these conditions:
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Current Agent is the only Preferred Agent on the Contact.
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Current Agent is one of the Preferred Agents on the Contact.
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Once these permissions are assigned, they will be reflected on the Security Profile Page.
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Update the routing profile settings to specify queue / channels for manual assignment in the new section.
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Once the security profile and routing profile settings are updated, the agent will see the Worklist app in their workspace:
Available filter options
The available filter options depend on the agent's permissions:
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An Agent with Allow 'Assign to me' for any contact can view these filter options:
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An Agent with Allow 'Assign to me' for my contact can view these filter options:
