Troubleshoot an agent's workstation for call quality and disconnect problems

Run the Endpoint Test Utility from the affected agent's machine and check the results.

Check whether the agent workstation meets minimum hardware requirements for Amazon Connect. For a workstation that meets the requirements, the results are similar to those in the following image.

The contact record displays the DeviceInfo of the participant (customer or agent) including the platform, platform version, and the operating system. The deviceInfo parameter helps to identify the agent's workstation settings.

"deviceInfo": { "platformName": "Chrome", "platformVersion": "116", "operatingSystem": "Windows" },

Check whether there are any recent operating system or browser upgrades/patches applied for the impacted agents. If so, confirm whether the issue can be resolved by rolling back to the last known working revision.

Check whether the issue is reproducible across all browsers supported by Amazon Connect.

Ensure that the agent's headset meets the minimum headset requirements.

Check whether the issue occurs when a different headset (or no headset) is used.

If your audio input device supports noise cancellation, consider changing the settings for the same as required.

Check whether any recent software/application installed on the workstation that may be doing one of the following:

If so, to find the problematic application, remove the recently installed applications one at a time until the issue is resolved.

If you are using a custom CCP (not the default CCP), does the issue reproduce on a default CCP?