Agent headset and workstation requirements for using
the Contact Control Panel (CCP)
Agent headsets and workstations in the contact center vary widely. While the Amazon Connect CCP is built to handle high levels of jitter and high latency environments, the architecture of the workstations that agents use, and the location and environment in which they take contacts, can impact the quality of experience.
Headset requirements
The agent's Contact Control Panel (CCP) is compatible with all types of headsets.
For the best agent and customer experience, we recommend using a USB headset.
Alternatively, you can redirect the contact to an external number, in E.164 format, using an agent's existing telephony.
Note
If the agent's audio device does not support up to 48khz and the browser asserts a sample rate of 48khz, audio issues such as an audible humming sound may be present in the agent's outgoing audio. This has been seen with Firefox but not with Chrome.
For instructions on verifying the sample rate of the agent's headset and browser, see Humming sound in the agent's audio device: Verify the headset and browser sample rates
Workstation minimum requirements
Under-powered workstations can make it difficult for agents to access the tools and resources they need to service contacts. Also, keep in mind the resource requirements when scoping workstations to ensure that they can perform under load while appropriately multitasking for the use case.
Following are the minimum system requirements for the workstations using the CCP only. You'll need to scope additional memory, bandwidth, and CPU for the operating system and anything else running on the workstation to avoid resource contention.
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Browser: For a list of all supported browsers, see Browsers supported by Amazon Connect.
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Network
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Audio
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1:1 call: 54 kbps up and down
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Large call: no more than 32 kbps extra down for 50 callers
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Video
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1:1 call: 650 kbps up and down
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HD mode: 1400 kbps up and down
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3 – 4 people: 450 kbps up and (N-1)*400 kbps down
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5 – 16 people: 184 kbps up and (N-1)*134 kbps down
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Up and down bandwidth adapts lower based on network conditions
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Screen
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1.2 mbps up (when presenting) and down (when viewing) for high quality. This adapts as low as 320 kbps based on network conditions.
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Remote control: 800 kbps fixed
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Memory: 2 GB RAM
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Processor (CPU): 2 GHz
iPhone and other mobile devices are not supported
The Amazon Connect console, Contact Control Panel (CCP), and agent workspace do not support mobile browsers.
How to determine whether a workstation is the
source of problems
To determine whether a workstation is the source of problems, you need access to various levels of logging information. However, adding logging and monitoring to workstations that are already experiencing resource contention may further reduce available resources and invalidate test results. We recommended that your workstation meet the minimum requirements, so you leave additional resources available for logging, monitoring, malware scanning, operating system functions, and any other running processes.
Collect additional historical logging and data sources for correlation. If you see a correlation between the time of the event and the time the issue was reported, you may be able to determine the root cause with the following information:
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Round trip time (RTT) and packet loss to endpoints located within your Amazon Connect Region from your agent workstation, or an identical workstation on the same network segment. If no Region endpoints are available because of security policies, any public WAN endpoint suffices, for example, www.Amazon.com. Ideally, use your instance alias address (https://
your-instance-alias.my.connect.aws/), and also your signaling address for endpoints.You can find your Region endpoints here: Amazon Connect endpoints and quotas.
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Regular monitoring of workstations that show processes running, and the current resource usage of each process.
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Workstation performance/utilization in these areas:
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Processor (CPU)
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Disk / drive
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RAM / memory
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Network throughput and performance
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Monitor all of the preceding for your VDI desktop environment, including RTT/packet monitoring between the agent workstation and the VDI environment.
