Environment Requirements

If your device does not meet the minimum specifications outlined below as required Agent Desktop and by Amazon Connect, any support issues raised may be cancelled due to non-compliance with minimum requirements.

By taking these considerations into account and ensuring that your device meets the necessary specifications, you can help ensure a more efficient and productive user experience with Amazon Connect.

Browsers

Agent Desktop for Amazon Connect supports the following browsers

Browsers on mobile devices

Agent Desktop and Contact Control Panel (CCP) do not work on mobile browsers.

Issue with Firefox version 86

The following issue may occur if you embed the Amazon Connect Contact Control Panel (CCP) into your agent application and your users access the Amazon Connect CCP using the Firefox web browser with the Enhanced Tracking Protection browser setting set to Strict.

An upgrade to Firefox, specifically Firefox non-ESR version 86 released on February 23, 2021, introduced Total Cookie Protection which modified cookie sharing behavior across sites for users with Enhanced Tracking Protection set to Strict (Firefox defaults to Standard). Users with this specific browser setting and version combination may be unable to access the Amazon Connect CCP when embedded in another application, preventing them from handling contacts.

To prevent impact to your users (agents), we recommend that your users do one of the following:

• Confirm (or set) Enhanced Tracking Protection as Standard in their browser settings. Users can do this by following the instructions documented here.

• Do not upgrade their Firefox browser version to v86 or higher.

• Use Google Chrome to access the Amazon Connect CCP.

Agent headset and workstation requirements

Headset requirements

The agent's Contact Control Panel (CCP) is compatible with various types of headsets. For the best agent and customer experience, we recommend using a Jabra USB headset as Agent Desktop has the Jabra SDK built in.

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 headset: Verify the headset and browser sample rates

Workstation minimum requirements

Following are the minimum system requirements for the Minimum Hardware Requirements workstations using Amazon Connect and Agent Desktop.

• Browser — The latest three versions of Google Chrome or Mozilla Firefox

• Network — 128 Kbps bandwidth per connected workstation

• Memory — 2 GB RAM

• Processor (CPU) — 2 GHz

The following information provides guidance on environment requirement considerations to ensure optimal performance and prevent resource contention.

• Minimum device hardware specifications for Amazon Connect and Agent Desktop do not account for any other applications running on the device.

• In a standard contact center setting, benchmark testing indicates that a minimum device CPU of 2.4GHz base clock speed and 16GB of memory is recommended for smooth operation. This is particularly important if agents are using additional software, such as Microsoft Teams, which can interfere with WebRTC services and compete for control of sound devices.

• Industry best practices suggest that average CPU utilization should be maintained at 75% or less to prevent performance degradation, while memory utilization should be around 50-70% to allow for efficient use of resources. Multiple applications competing for control of sound devices can lead to issues such as poor audio quality, dropped calls, or microphone malfunctions.

• To prevent these issues, we recommend limiting the number of browser tabs and applications running concurrently, and upgrades to your device's memory and CPU should be considered as operating methods change or when new software is introduced.

• 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.

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:

• 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://yourInstanceName.awsapps.com), and also your signaling address for endpoints.

  You can find your Region endpoints here: Amazon Connect endpoints and quotas.

• Regular monitoring of workstations that show processes running, and the current resource usage of each process.

• Workstation performance/utilization in these areas:

  • Processor (CPU)

  • Disk / drive

  • RAM / memory

  • Network throughput and performance

• Monitor all of the preceding for your VDI desktop environment, including RTT/packet monitoring between the agent workstation and the VDI environment.

Recommended CX Observability for Contact Centres

TTEC Digital partners with and recommends Agent Desktop and Amazon Connect customers utilize Operata as part of your Contact Centre monitoring solution.

Operata is a cloud-based performance management platform designed specifically for modern contact centers. It provides real-time visibility into contact center performance, identifying and resolving issues before they impact customers.

Operata also provides automated workflows to optimize contact center operations, enabling agents to focus on delivering exceptional customer experiences. By integrating Operata into your Amazon Connect environment, you can gain valuable insights into your contact center's performance, streamline operations, and improve overall customer satisfaction.

If you wish to have more information about Operata and how it can benefit your contact center, please don't hesitate to reach out to us.