Amazon Connect Customer introduced two workspace layouts—Modern and Classic—that administrators can assign per team to optimize contact handling efficiency. The Modern layout places contact controls atop the screen, maximizing application visibility during voice and digital interactions, while the Classic layout maintains familiar interface elements with flexible control panels.
These layouts accommodate diverse agent roles handling multiple communication channels, improving usability and satisfaction. The feature is available in numerous AWS Regions globally, facilitating better workspace customization for contact centers adapting to varied operational needs.
Source & further reading
Amazon Connect Customer launches two new layouts for agent workspace ↗Source published 2026-10-21. This report was prepared with AI assistance from the linked primary-source material. Claims and limitations should be checked against the original announcement or research.