Amazon's call center software gets two new screen layouts

Amazon has added two new screen layouts for the workspace that call center agents use all day, and a business can now choose a different one for each support team. The update is for Amazon Connect Customer, the contact center software from Amazon Web Services. It was announced on October 21, 2026.

What changed

The agent workspace is the screen where agents handle calls, chats, emails and tasks. It holds the controls and tools they need to solve a customer's problem. Agents spend hours there, and teams that handle different kinds of contacts want the screen arranged differently.

• Modern: call controls sit at the top, leaving more room for other tools below. Chat, email and task contacts get a taller, wider area to read and respond.
• Classic: the familiar look, now with controls that grow or shrink by channel and an agent assist app that can be resized.

Administrators pick the layout for each team. Amazon suggests Modern for a team moving from another agent desktop with controls at the top, and Classic for teams already used to the current workspace.

Where it is available

The layouts work in nine AWS regions: US East (N. Virginia), US West (Oregon), Africa (Cape Town), Asia Pacific (Seoul, Singapore and Sydney), Canada (Central), and Europe (Frankfurt and London). The announcement does not mention cost, or whether existing teams will be switched automatically. Details are in the agent workspace section of the Amazon Connect Customer administrator guide.