Amazon Connect Optimization for Amazon WorkSpaces
The end user experience for contact center agents needs to be a top priority because if their audio is degraded, it creates a bad call experience for the customer they are serving. When running a contact center solution within a remote desktop, audio performance will always be impacted on some measurable scale when voice traffic is not prioritized over the network connection. This impact is due to the audio flowing from the audio endpoint to the virtual session and then being compressed over the streaming protocol to be delivered to the end user. This additional routing results in the audio to have degraded performance through network bottlenecks.
An approach to avoid this behavior is to split the audio out of session, meaning all of the contact center agent’s resources remain in-session while the audio stream stays out of the session. This split allows the audio to stream from the audio endpoint directly to the end user while all other call resources, including the PII the agent is viewing, to remain in a secure session. This audio optimization is considered a best practice since it ensures the customer’s call experience is as good as it can be.
Amazon Connect
Architecture Diagram
![Image showing Amazon Connect and WorkSpaces architecture](/images/whitepapers/latest/best-practices-deploying-amazon-workspaces/images/connect-workspaces-architecture.png)
Figure 26 — Amazon Connect and WorkSpaces Architecture Diagram