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The workspace is where the ecosystem becomes visible — Learn it in 5 minutes
About five minutes of reading
Profiles, cases, views, and third-party apps belong here, not in a second monitor full of URLs.
The agent workspace can host step-by-step guides through Show view, third-party applications, Customer Profiles, and Cases. A screen pop is a view or an app that reads the contact attributes.
Screen recording, where you enable it, is a separate charge on the Basic list at 0.006 USD per minute and a privacy decision you document.
- Give agents one place to see the attribute you collected.
- Views are configuration, not a custom CCP.
- A custom CCP using Streams is justified when the workspace cannot host the system of record.
- ACW is part of the handle time the WFM tool must see.
Number on this page: Desktop 1. Workspace, unless Streams is truly required
Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.
Sources and go deeper
- Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10
- How Contact Control Panel (CCP) uses WebRTC - Amazon Connect Customer AWS docs. last checked 2026-10
- Set up your network to use the Connect Customer Contact Control Panel (CCP) - Amazon Connect Customer AWS docs. last checked 2026-10
- GitHub - amazon-connect/amazon-connect-streams: Amazon Connect Streams - a browser-based contact center integration API, typically with CRM systems. · GitHub community. last checked 2026-10
- RFC 8825: Overview: Real-Time Protocols for Browser-Based Applications | RFC Editor RFC. last checked 2026-10
- RFC 5766: Traversal Using Relays around NAT (TURN): Relay Extensions to Session Traversal Utilities for NAT (STUN) | RFC Editor RFC. last checked 2026-10
- RFC 6455: The WebSocket Protocol | RFC Editor RFC. last checked 2026-10
- WebRTC - Wikipedia Wikipedia. last checked 2026-10