The workspace is where the ecosystem becomes visible

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.

Picture from this room.

1. Attribute. Written in the flow.
2. Workspace. Reads it.
3. View. Next best action.
4. ACW. Then the status changes.

What usually goes wrong: Training agents to paste the phone number into the CRM by hand.

Flow block definitions in the flow designer in Connect Customer - Amazon Connect Customer AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Glossary

• CCP Contact Control Panel. The browser phone and contact UI the agent uses.
• Agent workspace The fuller desktop around the CCP: profiles, cases, step-by-step views, and third-party apps.
• Streams API The amazon-connect-streams library. It embeds or replaces the CCP and listens to agent and contact events.
• Softphone media The WebRTC audio path. It needs outbound UDP 3478 to the Regional TurnNlb domain.

Mind map

Open the CCP and workspace mind map

Sister technologies

If UDP 3478 is blocked, the agent is signed in and cannot hear the customer.

Config and troubleshooting

Training agents to paste the phone number into the CRM by hand.

A custom CCP using amazon-connect-streams has to be served from an origin you approve on the instance. The softphone still needs UDP 3478. Approving the origin does not open that port.

ApprovedOrigin Streams

Resources:
  CcpOrigin:
    Type: AWS::Connect::ApprovedOrigin
    Properties:
      InstanceId: !GetAtt CampusInstance.Id
      Origin: https://ccp.example.com

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.