AWS says Amazon Connect Customer Profiles now lets administrators choose which customer details agents see and how those details are arranged. They can build layouts in Profile Explorer using widgets such as contact history, contact information and lifetime value, then assign layouts to agents instead of the legacy view.
Different teams can get different information: AWS gives the example of baggage agents seeing flight and baggage-ticket details, while loyalty agents see loyalty status and preferences. Layouts can also include an AI Profile Summary. Profile Explorer is available in nine AWS Regions, including N. Virginia, Oregon, Frankfurt and London.
Why it matters
For Amazon Connect teams, tailored layouts can put role-specific customer details in agents’ workspace; AWS does not specify whether this changes setup effort or improves handling times.
