Agent ScriptQueue: —
Answer with the SDI greeting, confirm the caller’s name and callback number, then classify the issue before opening or updating a ticket.
Agent Console
Device Settings
Choose the local microphone, speaker, and ringer used by the embedded Amazon Connect softphone.
Page Theme
Settings are stored in this browser.
Sign in to load agent profile.
Current ContactQueue: —
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- Queue
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- Caller
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Phone Number HistoryLast 5 answered
Last 5 calls answered by this agent in this browser session.
- Answered calls will appear here after the agent leg connects.
Softphone Dial PadOutbound
Softphone Dial Pad
Outbound calls use the agent’s configured Amazon Connect outbound queue.
Quick Connects
Quick connects load from the agent routing profile.
Use E.164 format for external calls when possible.
Operations Dashboard
Live queue status across all assigned queues, queue-aware scripting, transcript visibility, and Connect Assistant.
Queues
QueuesMetrics
Assigned queuesWaiting
Assigned queues
MetricsWaiting
Queue metrics provider is initializing. If this stays here, check /api/queue-metrics through CloudFront.
Metrics scopeAll assigned standard queues
Agent NameCurrent QueueActivityDurationInOut
Agent names—Waiting———
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Call Transcript
Transcript segments will appear here when Contact Lens transcript data is available.
Connect Assistant
Amazon Q in Connect / Connect Assistant lane.
This section is reserved for the native Connect Assistant experience. Use Amazon Connect Agent Workspace permissions and AWS-managed app integration for the production assistant surface.
ServiceNow
Caller lookup, interaction description, previous tickets, ticket linking, and incident creation staging.
Current caller context
Waiting for an active contact.
Caller
No caller lookup yet.
Previous tickets
Lookup caller to load previous tickets.
Ticket
No ticket lookup yet.
Interaction description
Interaction linking
No interaction association yet.